About this event

This session will be led by Healthwatch Bucks for staff and volunteers who answer phone calls from the public. You will find out how to structure your conversation to best help the caller and to support your wellbeing.

This is an entry level course, which can be followed by sessions on how to manage difficult calls and understanding safeguarding and risk.

Type of event

Interactive learning session to small audience

Please come prepared to share examples from your own experience and support your colleagues. Joining in with your camera on will be appreciated.

Who is this event for?

Local Healthwatch staff and volunteers who answer phone calls from the public. It will cover the basics so be suitable for people who are new in their role, but also serve as a useful refresher for more experienced call handlers including those who train and support new staff or volunteers

What you will learn?

In this session you will:

· learn how to begin a call

· know how to explore and clarify the caller's issue

· preparing for the most common calls

· learn techniques for ending a call

· understand what to do after a call

· be able to ask questions and receive support from the session lead and your colleagues.

Who is running this event?

Belinda Burke, Healthwatch Bucks

Contact details

If you have a question about this session, please contact the events team on:

EventEnquiries@healthwatch.co.uk

Registrations are closed

Healthwatch: How to structure a call