Emergency Call Handling

1 Day
Birmingham 11th Jan 2024
14th Dec 2023
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...
11th Jan 2024
Birmingham
£430.00
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26th Jan 2024
Leeds
£430.00
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15th Feb 2024
Bristol
£430.00
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28th Feb 2024
London
£430.00
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13th Mar 2024
Nottingham
£430.00
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28th Mar 2024
Manchester
£430.00
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4th Apr 2024
London
£430.00
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17th Apr 2024
Edinburgh
£430.00
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2nd May 2024
Leeds
£430.00
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16th May 2024
Birmingham
£430.00
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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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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.
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Book your place on one of our online courses...
14th Dec 2023
Full Day
£280.00
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18th Jan 2024
Full Day
£280.00
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22nd Feb 2024
Full Day
£280.00
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14th Mar 2024
Full Day
£280.00
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11th Apr 2024
Full Day
£280.00
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8th May 2024
Full Day
£280.00
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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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View 3 more available dates
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 Training
Per session£580.00
U-Choose Virtual Training
Per delegate£280.00
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