Gå til hovedinnhold

Interviewing Skills for Advisers

mandag, 13 september '21   09:45 – 12:45 BST

Detaljer

This course is in two parts, running on two consecutive days. To attend the whole course, please select 2-Part Discount ticket for £135 + VAT, you do not need to book separately onto Part 2 on the following day.

REMOTE INTERVIEWING SKILLS FOR ADVICE WORK, Part 1:

  • The interview model
  • BREAK
  • Empathy & understanding

Aims
This course invites people working in the advice sector to identify and develop the skills and techniques necessary to conduct productive interviews. It provides 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 and clients over the telephone and when conducting in person interviews
• Be aware of the advantages and disadvantages of telephone interviews versus in person interviews
• Understand the key skills needed to conduct productive interviews: listening, questioning, paraphrasing and summarizing
• Consider how to demonstrate empathy
• Understand why body language is still important in interactions over the telephone as well as when conducting in person interviews.

INTERVIEWING SKILLS FOR ADVICE WORK, Part 2:

  • Overcoming barriers
  • BREAK
  • Completing the interview

Aims
This course invites people working in the advice sector to identify and develop the skills and techniques necessary to conduct productive interviews. It provides 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 service users and clients 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 the telephone as well as in person.
• Have more confidence when dealing with difficult situations, and be able to identify when they may need additional support (either with the client or with their own emotions);
• Manage service users 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 service user interactions.

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 workers in the advice sector who are new to interviewing service users 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 especially with regards to improved communication and interview techniques.

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.

Nivå: Introduction

Instruksjoner

In the week before the course, you 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.

You 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.

We recommend participants log in a few minutes beforehand. You may also wish to have a pen and paper handy to make notes.

billetter

Pris

2 part discount ticket (booking for both Parts 1 & 2) with downloadable materials

This ticket covers both Part 1 and Part 2 (the following day)
£135 + MVA

2 part ticket (booking for both Parts 1 & 2) with printed pack

This ticket includes the cost of printing and delivery of a printed pack to your given address in advance. It is only available to those who book AT LEAST one week before the first training date.
£162.2 + MVA