Embedded Files
This training will get you up to speed on:
Purpose and Objective of Helpline
Privacy, Confidentiality and Consequence
Follow-up Calls
Managing Call Loads
Person Centred Experience
Building Trust and Rapport (EAR)
Active Listening (SHUSH)
Active Listening (Threading Down)
Coaching Without Advice (PACE)
Content Warning: Learner discretion advised. Mature themes including suicidal ideation references.
Internal PBB Use Only - please do not copy or forward any of this content
Step 1: View video
Step 1: View video
02.1 Helpline Call Skills - Purpose and Objectives of Helpline - 🔴 pre-recorded session [20 min]
02.1 Helpline Call Skills - Purpose and Objectives of Helpline - 🔴 pre-recorded session [20 min]
02.1_Helpline Call Skills - Purpose and Objectives of Helpline.mp402.2 Helpline Call Skills - Privacy, Confidentiality and Consequence - 🔴 pre-recorded session [16 min]
02.2 Helpline Call Skills - Privacy, Confidentiality and Consequence - 🔴 pre-recorded session [16 min]
02.2_Helpline Call Skills - Privacy, Confidentiality and Consequencemp4.mp402.3 Helpline Call Skills - Follow-up Calls - 🔴 pre-recorded session [13 min]
02.3 Helpline Call Skills - Follow-up Calls - 🔴 pre-recorded session [13 min]
02.3_Helpline Call Skills - Followup calls4.mp402.4 Helpline Call Skills - Managing Call Loads - 🔴 pre-recorded session [11 min]
02.4 Helpline Call Skills - Managing Call Loads - 🔴 pre-recorded session [11 min]
02.4_Helpline Call Skills - Managing Call Loads4.mp402.5 Helpline Call Skills - Person Centred Experience - 🔴 pre-recorded session [13 min]
02.5 Helpline Call Skills - Person Centred Experience - 🔴 pre-recorded session [13 min]
02.5_Helpline Call Skills - Person Centred Experience.mp402.6 Helpline Call Skills - Building Trust and Rapport (EAR) - 🔴 pre-recorded session [13 min]
02.6 Helpline Call Skills - Building Trust and Rapport (EAR) - 🔴 pre-recorded session [13 min]
02.6_Helpline Call Skills - Buidling Trust and Rapport EAR.mp402.7 Helpline Call Skills - Active Listening (SHUSH) - 🔴 pre-recorded session [9 min]
02.7 Helpline Call Skills - Active Listening (SHUSH) - 🔴 pre-recorded session [9 min]
02.7_Helpline Call Skills - Active Listening SHUSH.mp402.8 Helpline Call Skills - Active Listening (Threading Down) - 🔴 pre-recorded session [21 min]
02.8 Helpline Call Skills - Active Listening (Threading Down) - 🔴 pre-recorded session [21 min]
👉 Click here to drop down and see Threading Down Model
02.8_Helpline Call Skills - Active Listening Threading Down.mp402.9 Helpline Call Skills - Coaching Without Advice (PACE)- 🔴 pre-recorded session [10 min]
02.9 Helpline Call Skills - Coaching Without Advice (PACE)- 🔴 pre-recorded session [10 min]
02.9_Helpline Call Skills - Coaching without advice PACE.mp4Report abuse