Comprehensive Communication Course

Comprehensive Communication

Comprehensive Communication Course

Course duration: 2 Days

Max. no of people: 12

Venue: Online via Zoom

Price: From £95 per person/ per day

Next course dates: 18th June 2025 / 26th June 2025 / 9th October 2025 / 16th October 2025 / 12th February 2026 and 19th February 2026

Comprehensive Communication is a two-day interactive skills training course; perfect for those new to the helpline sector, as well as those who are looking to refresh their knowledge and key skills. This face-to-face course provides an introduction to the core skills you will need to develop such as active listening, questioning techniques, managing boundaries and how to end a call.

Day One

Build a foundation: Focusing on our approach to call responding,
Setting Boundaries: the value of personal and professional boundaries and the presentation of the call.
Sympathy Vs. Empathy: We explore the distinction between sympathy and empathy
Questioning Techniques: We take a deeper dive into different questioning techniques, exploring the impact of call directive and negative language on the overall outcome of the call.

Day Two

Challenging Callers: Looking at the different types of challenging callers, including those who are distressed, angry, or repetitive.
Technique: We will teach you techniques to apply your communication skills effectively, fostering a positive engagement during calls.

Both day courses are run from 10:00am till 4:00pm with breaks for lunch and comfort.

Please contact hey@kiltti.co.uk if you have an interest in upcoming Comprehensive Communication courses.

Back to all courses

comprehensive communication course inforgraphic.png

Group Bookings

If you are interested in making a group training booking for 5 people or more, please contact us at hey@kiltti.co.uk and let us know.

We will discuss your particular training needs and adjust our course accordingly.

It will not cost you more than booking on an open course.

We want all participants to have the best and most engaging training. Our considerable training expertise tells us that, participants learn not just from the contents of the course, but from each other’s experiences so we would encourage you to book training on open courses for a few of your team at a time.

We have found that if there are too many people from one organisation on an open mixed course, they are less likely to collaborate with others (it’s natural to want to stick with who/what you know) and that their particular issues can dominate discussions. So we suggest that If your training needs mean you require more than 4 workers trained at once, it is better for all concerned if the training is adapted to suit your organisation’s needs.

Frequently Asked Questions

You can – just not on an ‘open’ course i.e. a course attended by other companies’ employees. We are not interested in just bums on seats. We want all participants to have the best and most engaging training. Participants learn not just from the contents of the course, but from each other’s experiences. Our considerable training expertise tells us that, if there are too many people from one organisation on a mixed course, they are less likely to mix with others (it’s natural to want to stick with who/what you know) and that their particular issues can dominate discussions. If you want more than 4 people trained at the same time, see ‘Group bookings’. We will contact you to discuss your particular training needs and adjust our course accordingly, And, no, it will not cost you any more!