Emergency Call Handling

1 Day
Manchester 6th Jun 2024
13th Jun 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.

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...
6th Jun 2024
Manchester
£430.00
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13th Jun 2024
London
£430.00
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3rd Jul 2024
Birmingham
£430.00
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25th Jul 2024
Bristol
£430.00
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15th Aug 2024
Edinburgh
£430.00
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12th Sep 2024
London
£430.00
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13th Sep 2024
Nottingham
£430.00
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9th Oct 2024
Manchester
£430.00
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18th Oct 2024
Bristol
£430.00
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1st Nov 2024
Leeds
£430.00
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View 2 more available dates
20th Nov 2024
London
£430.00
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4th Dec 2024
Edinburgh
£430.00
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...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
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Book your place on one of our online courses...
13th Jun 2024
Full Day
£280.00
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11th Jul 2024
Full Day
£280.00
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15th Aug 2024
Full Day
£280.00
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12th Sep 2024
Full Day
£280.00
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17th Oct 2024
Full Day
£280.00
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7th Nov 2024
Full Day
£280.00
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12th Dec 2024
Full Day
£280.00
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...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