Remote Interviewing Skills for Advice Work

This course is in two parts, usually on two consecutive days. It is important to attend both parts of this course.

 

REMOTE INTERVIEWING SKILLS FOR ADVICE WORK, Part 1:
Max 3 hours, including registration, course presentations and practice, break and time for questions

Part 1 course outline

  • The interview model

  • BREAK

  • Empathy & understanding

 

Aims
This course invites staff and volunteers to identify and develop the skills and techniques necessary to conduct productive interviews over the telephone and online. It will also provide an overview of the strategies that can be used to structure an interview, manage expectations and deal with challenging situations.

 

Objectives
By the end of the course participants will:

  • Understand the importance of using an ‘Interview Process’ to structure interactions with service users and clients;

  • Consider the skills that are required when engaging with service users over the telephone and online;

  • Be aware of the advantages and disadvantages of telephone interviews and online interaction.

  • Develop an understanding of the importance of listening, questioning, paraphrasing and summarizing;

  • Consider how to demonstrate empathy over the telephone and when interacting online;

  • Understand why body language is still important in interactions over the telephone.

 

 

REMOTE INTERVIEWING SKILLS FOR ADVICE WORK, Part 2:
Max 3 hours, including registration, course presentations and practice, break and time for questions

Part 2 course outline

  • Overcoming barriers

  • BREAK

  • Completing the interview

 

Aims
This course invites staff and volunteers to identify and develop the skills and techniques necessary to conduct productive interviews over the telephone and online. It will also provide an overview of the strategies that can be used to structure an interview, manage expectations and deal with challenging situations.

 

Objectives
By the end of the course participants will:

  • Be aware of the barriers that constituents may face when dealing with their own problems;

  • Examine how assumptions and attitudes may affect the way we work;

  • Consider hints and tips for sharing and explaining information over telephone and online.

  • Have more confidence when dealing with difficult situations, and be able to identify when they may need additional support (either with the constituent or with their own emotions);

  • Manage client expectations with regards to the outcomes that can reasonably be delivered within their role;

  • Understand what is meant by assertiveness and how to use this effectively in interactions over the telephone and online.

 

Methods of delivery
This course is delivered online live with a BTC trainer. It is a practical course delivered using a combination of trainer presentation, exercises and case studies, group discussion and games. Participants will be provided with e-learning supporting material including PowerPoint slide handouts, a comprehensive training pack pdf and additional resources.

 

Intended audience
This course is for advice workers 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 especially with regards to increased communication taking place over the telephone and online.

 

Certificate & post course support
Named participants who complete both parts of this course will be eligible for an e-certificate, access to our benefits news and 12 months access to our post course advice service.

 

Course instructions

In the week before the course, participants will receive an email with Zoom link(s) to the course and a Dropbox link to access the pack/slides which are in pdf format. You will need to download (or print) the pack (and slides, if you wish) before each part of the course.

 

Participants will need a good wifi connection and a suitable computer/laptop to access both the Zoom session and the pack throughout. You may wish to use a separate device for the pack (or split your screen) if you cannot or do not wish to print.

OUR NEXT REMOTE INTERVIEWING SKILLS COURSE DATES

FOR 12 MONTHS' FREE EXPERT BENEFITS SUPPORT,  book onto one of our open courses (or book an in-house course for your organisation). Any Benefits Training Co. course attendees wanting further advice with specific cases should contact the email address on their e-certificate.

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