A Healthwise Training Services Programme

Aims

The programme aims to increase and develop participants knowledge and understanding of communication and listening skills needed for using the telephone effectively.

It also aims to identify and explore strategies for handling difficult and problematic calls and improving call management.

Learning objectives

On completion of the programme participants will be able to:

• Explore techniques for using the telephone effectively as a means of communication
• Identify potential barriers to effective communication
• Understand the importance of reflecting back and how to use it effectively
• Explore questioning techniques associated with effective communication methods
• Understand the keys to active listening
• Demonstrate strategies used for dealing with difficult calls
• Explore attitudes to different lifestyles/cultures
• Discuss own experiences of using the telephone as a customer

This programme is aimed at anyone who works on a telephone helpline or support line in any capacity who wishes to enhance their listening and communication skills.

This programme assumes no prior knowledge on the part of participants.

All participants completing this course will receive a certificate of attendance and a comprehensive portfolio of information for future reference in a binder.

To discuss commissioning this programme for your agency please contact us or click here to e-mail your query.

Back to Healthwise Training Services current courses