PERSONAL
DEVELOPMENT
AWARD
COURSES
LEVEL
1
LEVEL
2
LEVEL
3
EMAIL
SKILLS
MENTAL
HEALTH
CALL
HANDLING
SETTING
UP
SUPPORT
& SUPERVISION
QUALITY
STANDARD
MANAGING
VOLUNTEERS
HELPLINE
EVALUATION
PRACTICAL
EVALUATION
THA TRAINING
developing skills, delivering
quality
DOWNLOAD FULL TRAINING BROCHURE (PDF) HERE
LEVEL 2: DEVELOPING SKILLS
Who is it for?
Frontline helpline staff who have already achieved the learning
outlined in Level 1, particularly those working on helplines which are
likely to receive calls from people in challenging situations or
exhibiting challenging behaviour.
What will you learn?
-
How to listen actively in a sensitive way
-
How to work effectively with callers who have complex needs
-
How to use skills to work with any type of challenging call
-
How to recognise and respond to your own needs when taking challenging calls
Code: L2
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Don't forget! |
