Advice & Interviewing Skills



This course helps new staff and volunteers to identify and develop the skills and techniques necessary to conduct productive interviews and offer advice. It will provide an overview of the strategies that can be used to structure an interview, deal with challenging situations, and maintain effective case records.



By the end of the course participants will:

  • Understand the importance of using an ‘advice model’ to structure an interview;

  • Be aware of the skills required to be an effective advisor/caseworker including listening, questioning, summarizing, and explaining information;

  • Know the difference between ‘information’ and ‘advice’;

  • Be able to manage clients’ expectations with regards to the outcomes that can reasonably be delivered within their role;

  • Consider how their own assumptions and attitudes may affect the information or advice provided;

  • Have more confidence when dealing with difficult situations, and be able to identify when they may need additional support for either the client or themselves;

  • Understand the practical aspects of case management and its value to their work.

Course delivery

This is a practical course. It is delivered using a combination of trainer presentation, group work and exercises, case studies, group discussion and games.


Suitable for

This course is for those who are new to interviewing clients and conducting casework. It is also relevant to those who have been in the role for some time who wish to revisit and refresh their skills and techniques.