Core Helpline Skills

AIM

To introduce and explore the fundamental skills needed to provide a quality service to callers within appropriate boundaries.

WHO IS THE COURSE FOR?

Suitable for anyone who works on a helpline or uses the telephone to offer advice, information, listening, support or signposting. Ideal for all new helpline workers or as a refresher for those with more experience or planning to join the advanced skills course.

OBJECTIVES

By the end of the course participants will be able to:

• Use active listening and effective questioning skills when working with callers.

• Provide relevant information to callers and make appropriate referrals.

• Be aware of strategies for ending calls, including those that are abusive.

• Be aware of the possible boundaries of the helpline service.

This is a one day course.

London: 19 Apr, 11 May, 21 Jun, 6 Jul, 2 Aug, 13 Sep
Aberdeen: 7 Jul
Glasgow: 15 Mar, 8 Jun
Edinburgh: 14 Sep
Belfast: 18 May
Dublin: 7 Sep
Bristol: 14 Jun
Manchester: 21 Jul
Swansea: 27 Sep


Times: 10.30 - 4.30

Course Code: CHS

• Member discounts apply to THA members only.
  
  Lunch and light refreshments will be provided.

Updated January 2007 by Marc Gillespie