AIM
This
introductory course will consider the issues around using email to
answer helpline enquiries. It will look at good practice, expectations
and boundaries and is designed for helpline managers/co-ordinators or
anyone who finds themselves acting as the designated helpline email
worker. Participants should be familiar with using email and the
internet.
WHO IS THE COURSE FOR?
This course is most suitable for
participants who have already attended both the Core and the Advanced
Helpline Skills courses. It will be of particular relevance to helplines
who offer listening, befriending and emotional support. Places on this
course are strictly limited, please book early to secure a place.
OBJECTIVES
By the end of the course
participants will be able to:
-
be
familiar with the advantages and disadvantages of using email on a
helpline.
-
be
aware of possible blocks to communication relating to email
enquiries
-
be
able to practice answering email enquiries
-
be
aware of good practice issues such as confidentiality and
supervision
-
be
able to plan and evaluate an email service effectively
This course is a one
day course:
London: 19 May, 20 Jul, 20 Sep
Glasgow: 14 Mar
Belfast: 25 Aug
Dublin: 10 May
Times: 10.30 - 4.30
Course Code: EHW
