Emergency Call Handling

1 Day
Birmingham 11th Dec 2024
12th Dec 2024
5.5 hours

Course Overview

This one-day course gives you the skills, confidence and opportunity to practise all the relevant eventualities that you may encounter when receiving emergency calls.

Related Courses

Here is a selection of courses that we think you might also be interested in.

Advanced Listening Skills
Customer Care - Incoming and Outgoing Calls
Call Centre - Achieving Best Practice
Advanced Facilitation Skills - (2 Days)
Excellent Customer Care - Incoming Calls

This course qualifies for Continuous Professional Development hours. Learn more about CPD

Timetable

09.30-10.00                 Welcome and coffee. Introduction, objectives and Icebreaker.

10.00-10.30               What are the key qualities and skills required for emergency call handling?

10.30-11.15               What are the benefits to all our stakeholders if you improve your skills?

11.15-12.45               Focus on positive empathic communication skills. Verbal, vocal and body language. Asking the right questions and using vocal emphasis.

12.45-13.45               Lunch

13.45-14.00               Adopting the LUCY response technique

14.00-14.45               Understanding and managing different stress responses.

15.00-16.15               Let’s practice possible scenario’s. Confidence building for every eventuality.

16.15-17.00               What are we going to stop doing, keep doing and start doing from tomorrow. Emergency Call Handling Charter and Action Plan completion.

Testimonials

Attended virtual course:

Really useful course, we could potentially look to have this delivered again by Ursula to the team in the future.

Kelly Clarke, Teletrac Navman

Benefits

•         To understand the key skills and behaviours required to respond to emergency calls

•         To acknowledge the benefits in improving communication skills to all involved

•         To improve confidence in all aspects of communication skills on the phone

•         To become familiar with the LUCY formula

•         Recognise the different type of stress responses that you may encounter

•         Practice the skills in scenario type situations to improve and support the team.

In-Person Training
Live Virtual Training
Book your place on one of our scheduled courses...
11th Dec 2024
Birmingham
£430.00
13th Dec 2024
Leeds
£430.00
16th Dec 2024
Bristol (Clifton)
£430.00
18th Dec 2024
London
£430.00
8th Jan 2025
Nottingham
£430.00
Places
13th Jan 2025
Leeds
£430.00
Places
13th Jan 2025
Birmingham
£430.00
Places
15th Jan 2025
Birmingham
£430.00
Places
20th Jan 2025
Manchester
£430.00
Places
22nd Jan 2025
London
£430.00
Places
View 90 more available dates
27th Jan 2025
Edinburgh
£430.00
Places
28th Jan 2025
Leeds
£430.00
Places
29th Jan 2025
Bristol (Clifton)
£430.00
Places
6th Feb 2025
Nottingham
£430.00
Places
13th Feb 2025
Birmingham
£430.00
Places
17th Feb 2025
Aberdeen (Berry Street)
£430.00
Places
17th Feb 2025
Leeds
£430.00
Places
20th Feb 2025
London
£430.00
Places
24th Feb 2025
Manchester
£430.00
Places
27th Feb 2025
Bristol (Clifton)
£430.00
Places
28th Feb 2025
Edinburgh
£430.00
Places
28th Feb 2025
London
£430.00
Places
6th Mar 2025
Nottingham
£430.00
Places
10th Mar 2025
Leeds
£430.00
Places
13th Mar 2025
Birmingham
£430.00
Places
14th Mar 2025
Nottingham
£430.00
Places
18th Mar 2025
Manchester
£430.00
Places
20th Mar 2025
London
£430.00
Places
27th Mar 2025
Bristol (Clifton)
£430.00
Places
31st Mar 2025
Manchester
£430.00
Places
1st Apr 2025
Edinburgh
£430.00
Places
3rd Apr 2025
Nottingham
£430.00
Places
7th Apr 2025
London
£430.00
Places
10th Apr 2025
Birmingham
£430.00
Places
17th Apr 2025
London
£430.00
Places
22nd Apr 2025
Edinburgh
£430.00
Places
23rd Apr 2025
Manchester
£430.00
Places
28th Apr 2025
Bristol (Clifton)
£430.00
Places
1st May 2025
Edinburgh
£430.00
Places
6th May 2025
Leeds
£430.00
Places
8th May 2025
Leeds
£430.00
Places
13th May 2025
Nottingham
£430.00
Places
15th May 2025
Leeds
£430.00
Places
20th May 2025
Birmingham
£430.00
Places
22nd May 2025
Manchester
£430.00
Places
22nd May 2025
Birmingham
£430.00
Places
28th May 2025
London
£430.00
Places
4th Jun 2025
Bristol (Clifton)
£430.00
Places
6th Jun 2025
Edinburgh
£430.00
Places
11th Jun 2025
Nottingham
£430.00
Places
13th Jun 2025
Manchester
£430.00
Places
18th Jun 2025
Birmingham
£430.00
Places
20th Jun 2025
London
£430.00
Places
23rd Jun 2025
Manchester
£430.00
Places
25th Jun 2025
London
£430.00
Places
2nd Jul 2025
Bristol (Clifton)
£430.00
Places
4th Jul 2025
Leeds
£430.00
Places
7th Jul 2025
Edinburgh
£430.00
Places
10th Jul 2025
Nottingham
£430.00
Places
10th Jul 2025
Birmingham
£430.00
Places
17th Jul 2025
London
£430.00
Places
24th Jul 2025
Leeds
£430.00
Places
31st Jul 2025
Manchester
£430.00
Places
1st Aug 2025
Aberdeen (Berry Street)
£430.00
Places
7th Aug 2025
Edinburgh
£430.00
Places
8th Aug 2025
Nottingham
£430.00
Places
15th Aug 2025
Birmingham
£430.00
Places
22nd Aug 2025
Edinburgh
£430.00
Places
22nd Aug 2025
London
£430.00
Places
1st Sep 2025
Bristol (Clifton)
£430.00
Places
4th Sep 2025
Manchester
£430.00
Places
8th Sep 2025
Leeds
£430.00
Places
11th Sep 2025
Birmingham
£430.00
Places
18th Sep 2025
Bristol (Clifton)
£430.00
Places
22nd Sep 2025
London
£430.00
Places
23rd Sep 2025
Nottingham
£430.00
Places
25th Sep 2025
Leeds
£430.00
Places
29th Sep 2025
Edinburgh
£430.00
Places
2nd Oct 2025
Manchester
£430.00
Places
13th Oct 2025
Nottingham
£430.00
Places
17th Oct 2025
Manchester
£430.00
Places
21st Oct 2025
Birmingham
£430.00
Places
28th Oct 2025
Aberdeen (Berry Street)
£430.00
Places
28th Oct 2025
London
£430.00
Places
4th Nov 2025
Leeds
£430.00
Places
6th Nov 2025
Edinburgh
£430.00
Places
11th Nov 2025
Leeds
£430.00
Places
13th Nov 2025
Nottingham
£430.00
Places
18th Nov 2025
Edinburgh
£430.00
Places
20th Nov 2025
Birmingham
£430.00
Places
27th Nov 2025
Bristol (Clifton)
£430.00
Places
28th Nov 2025
London
£430.00
Places
4th Dec 2025
Manchester
£430.00
Places
12th Dec 2025
Edinburgh
£430.00
Places
12th Dec 2025
Nottingham
£430.00
Places
18th Dec 2025
Manchester
£430.00
Places
19th Dec 2025
Birmingham
£430.00
Places
23rd Dec 2025
Leeds
£430.00
Places
24th Dec 2025
Bristol (Clifton)
£430.00
Places
30th Dec 2025
London
£430.00
Places
...or create a training session that suits you using one of the options below.
Inhouse Training
1-5 delegates £1,100.00
6-10 delegates £1,500.00
Each additional £100.00
1-2-1 Executive Coaching
½ day on-site£750.00
1 day on-site£1,250.00
U-Choose Training
Per delegate£430.00
Please choose a training location
Duration
Places
Book your place on one of our online courses...
12th Dec 2024
Full Day
£280.00
Places
16th Jan 2025
Full Day
£280.00
Places
20th Feb 2025
Full Day
£280.00
Places
13th Mar 2025
Full Day
£280.00
Places
10th Apr 2025
Full Day
£280.00
Places
7th May 2025
Full Day
£280.00
Places
12th Jun 2025
Full Day
£280.00
Places
10th Jul 2025
Full Day
£280.00
Places
14th Aug 2025
Full Day
£280.00
Places
11th Sep 2025
Full Day
£280.00
Places
View 3 more available dates
16th Oct 2025
Full Day
£280.00
Places
6th Nov 2025
Full Day
£280.00
Places
11th Dec 2025
Full Day
£280.00
Places
...or create a training session that suits you using one of the options below.
Private Virtual Training
1-2 delegates £580.00
Each additional £80.00
1-2-1 Virtual Executive Coaching
½ day 1-2-1 virtually£600.00
1 day 1-2-1 virtually£950.00
U-Choose Virtual Training
Per delegate£280.00
Places
Duration