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 one-day course gives you the skills, confidence and opportunity to practise all the relevant eventualities that you may encounter when receiving emergency calls.
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.
Attended virtual course:
Really useful course, we could potentially look to have this delivered again by Ursula to the team in the future.
• 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.
PTP stands for Practical Training for Professionals and our aim is to make our training as practical as possible so delegates can return to the workplace with skills they can implement immediately. PTP now delivers training to over 40% of the FTSE 100.
PTP stands for Practical Training for Professionals and our aim is to make our training as practical as possible so delegates can return to the workplace with skills they can implement immediately. PTP now delivers training to over 40% of the FTSE 100.
1-to-1 training can be based on any of the 100 plus courses that PTP provides, it includes an initial telephone conference of up to 1 hour, a 1/2 day (3.5 hours) on-site one to one training session at your premises with one of PTP's expert trainers and then a further telephone conference call of up to an hour within 2 weeks of the on-site visit.
You have the option of a line manager being involved in both telephone conferences, the second telephone conference which can be for feedback and action planning is generally scheduled during the on-site visit.
Individuals taking on a new challenge or responsibilities. Professionals who want a trusted "sounding board" and thinking partner. Executives or managers who want to enhance their leadership effectiveness to achieve organizational and career success. Executives and professionals wanting to compete successfully but still retain balance in their life. Individuals who want to understand their blind spots so that they don't stand in their own way on their path to success. Executives and Professionals who want to improve their interpersonal skills so as to be more effective with bosses, peers, subordinates, or people in general. How much does 1-to-1 training cost?
A 1-to-1 training session costs from as little as £400 + VAT and will include an initial telephone conference of up to 1 hour, a 1/2 day (3.5 hours) on-site training at your premises and then a further telephone conference call of up to an hour within 2 weeks of the on-site visit.
1-to-1 training can be based on any of the 100 plus courses that PTP provides, it includes an initial telephone conference of up to 1 hour, a 1/2 day (3.5 hours) virtual one to one training session with one of PTP's expert trainers and then a further telephone conference call of up to an hour within 2 weeks of the session.
You have the option of a line manager being involved in both telephone conferences, the second telephone conference which can be for feedback and action planning is generally scheduled during the online session.
Individuals taking on a new challenge or responsibilities. Professionals who want a trusted "sounding board" and thinking partner. Executives or managers who want to enhance their leadership effectiveness to achieve organizational and career success. Executives and professionals wanting to compete successfully but still retain balance in their life. Individuals who want to understand their blind spots so that they don't stand in their own way on their path to success. Executives and Professionals who want to improve their interpersonal skills so as to be more effective with bosses, peers, subordinates, or people in general. How much does 1-to-1 training cost?
A 1-to-1 training session costs from as little as £400 + VAT and will include an initial telephone conference of up to 1 hour, a 1/2 day (3.5 hours) virtual one to one training session and then a further telephone conference call of up to an hour within 2 weeks of the session.
Choose from any of the 150 plus courses that PTP provides, and choose from 1 of our 50 plus UK wide training venues. You must book for 2 or more delegates and at least 4 weeks in advance, but that’s it, the course you want where you want it. The reason we ask for a minimum of 4 weeks notice is to enable us to market the course you have scheduled to other companies and organisations. However, if we fail to sell any additional places we guarantee to run the course just for you.
U-choose costs the same as our normal open courses i.e. the normal delegate rate. This includes lunch and refreshments throughout the day, framed certification and comprehensive training notes. A U-Choose booking can only be confirmed once we receive payment which can be made via credit/debit card, BACS or cheque. Payment is due at least 4 weeks before the date you request. Please note to be eligible for U-Choose you must book a minimum of 2 delegates on the same course & date.
Choose from any of the 150 plus courses that PTP provides on a date that suits you. You must book for 2 or more delegates and at least 4 weeks in advance, but that’s it, the course you want when you want it. The reason we ask for a minimum of 4 weeks notice is to enable us to market the course you have scheduled to other companies and organisations. However, if we fail to sell any additional places we guarantee to run the course just for you.
U-choose costs the same as our normal open courses i.e. the normal delegate rate. This includes framed certification and comprehensive training notes. A U-Choose booking can only be confirmed once we receive payment which can be made via credit/debit card, BACS or cheque. Payment is due at least 4 weeks before the date you request. Please note to be eligible for U-Choose you must book a minimum of 2 delegates on the same course & date.