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.
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.
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.