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.

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