emergency call handling

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.

Related Courses

Here is a selection of courses that we think you might also be interested in.

Advanced Listening Skills
Customer Care - Incoming and Outgoing Calls
Excellent Customer Care - Incoming Calls
Advanced Facilitation Skills - (2 Days)
Call Centre - Achieving Best Practice

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 training:

Always an enjoyable and worthwhile course for overall communication skills on top of emergency call handling. More confidence when taking calls in emergency situation.

Michael McGrath, Scottish Power Renewables

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.