Comprehensive Communication
2 day course: 2 Aug 2023 & 9 Aug 2023
Course description
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 builds a foundation for you; focusing on our approach to call responding, the value of personal and professional boundaries and the presentation of the call. We then explore the distinction between sympathy and empathy, different questioning techniques and the impact of call directive and negative language on the outcome of the call. On day two, we focus on building on the first day’s knowledge with an emphasis on responding to different types of calls, including those involving distress, anger or repetition. We start by establishing the distinction between angry and abusive calls and how distress can be presented. We’ll work through challenging scenarios such as responding to a repeat caller or ending a circular call. We round up the second day by looking at self-care and building resilience within your role. We understand the need to work around existing commitments and can therefore offer this course over two concurrent weeks or over a longer term. Both day courses are run from 10:00am till 4:00pm with breaks for lunch and comfort.
Frequently Asked Questions
-
Why can’t I book more than 4 people on to a course?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!
-
Can I do a group booking?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!
-
What technology do I need?A secure and reliable internet connection and a laptop or PC (with a camera, preferably) for each participant.
-
Do I need to prepare anything?Each participant will receive a link to the training by email. Please check that you have received this. Each participant will also be sent a workbook in pdf. format to complement the course and to complete. If you don’t have the software/hardware to complete the workbook digitally, you may wish to print the workbook. Please ensure your environment is comfortable and free from distractions.
-
Can I do the second day of the course on a different day?Yes, of course. Whilst it’s better to keep the gap between the two parts to a minimum, we will always be willing to discuss what works best for you. Just send us an email at hey@kiltti.co.uk
-
Can I revisit a part of the course?You will have online access to the course for 3 months from the moment you start the course. You can revisit it as many times as you like during that period.
-
What do I do if I need to rearrange?Please just email us at hey@kiltti.co.uk as soon as you think you might need to rearrange. We will do our very best to accommodate your needs. If you need to cancel, then please see Section 9 of our Terms and Conditions. You will find our T&Cs here: www.kiltti.co.uk/terms-and-conditions
Group Bookings
If you want 5 or more people trained at the same time, please contact us at hey@kiltti.co.uk and let us know. We will contact you to discuss your particular training needs and adjust our course accordingly, And, no, it will not cost you more than booking on an open course. We want all participants to have the best and most engaging training - we are not interested in just bums on seats. 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. Our considerable training expertise tells us that, if there are too many people from one organisation on an open 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 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.
View All Our Training Courses
We offer a full range of comprehensive and professional training courses that focus on what can be achieved if kindness and consideration is at the heart of how you communicate with your customers, clients and staff.
If you would like to see our full range of courses please visit our training page.