Emergency Call Handling

1 Day
Edinburgh 18th Nov 2021
19th Nov 2021
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 is worth 5.5 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.

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.

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19th Nov 2021
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16th Dec 2021
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6th Jul 2022
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28th Jul 2022
Bristol
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18th Aug 2022
Edinburgh
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15th Sep 2022
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16th Sep 2022
Nottingham
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12th Oct 2022
Manchester
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21st Oct 2022
Bristol
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