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Helpline skills for email, text and webchat

Does your service offer email, text or webchat on your helpline or are you considering introducing it?
When Jan 10, 2019
from 10:30 AM to 04:30 PM
Where Edinburgh
Contact Name
Contact Phone 0300 330 7777
Attendees Helpline workers, call handlers and helpline volunteers.
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Does your service offer email, text or webchat on your helpline or are you considering introducing it?  

It's essential to understand the advantages and disadvantages of written communications in helpline work and the different approach, understanding and techniques required to provide effective text-based support. 

You'll learn about the assumptions made based on text, how to minimise them, how to deal appropriately with silences and explore the 'textscape' and its impact on helpline work on this one day course. 

Developed and delivered by helpline professionals all our training is completely designed around the helpline context and practice. Book your place to develop your understanding and skills

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Page last edited Dec 19, 2018

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