Emergency Call Handling

1 Day
Birmingham 19th May 2022
16th Jun 2022
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.

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.

Live Virtual Training
In-Person Training
Book your place on one of our online courses...
16th Jun 2022
Full Day
£280.00
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14th Jul 2022
Full Day
£280.00
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18th Aug 2022
Full Day
£280.00
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15th Sep 2022
Full Day
£280.00
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20th Oct 2022
Full Day
£280.00
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10th Nov 2022
Full Day
£280.00
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15th Dec 2022
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
Places
Book your place on one of our scheduled courses...
19th May 2022
Birmingham
£430.00
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9th Jun 2022
Manchester
£430.00
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16th Jun 2022
London
£430.00
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6th Jul 2022
Birmingham
£430.00
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28th Jul 2022
Bristol
£430.00
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18th Aug 2022
Edinburgh
£430.00
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15th Sep 2022
London
£430.00
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16th Sep 2022
Nottingham
£430.00
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12th Oct 2022
Manchester
£430.00
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21st Oct 2022
Bristol
£430.00
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View 3 more available dates
4th Nov 2022
Leeds
£430.00
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23rd Nov 2022
London
£430.00
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7th Dec 2022
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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