Remote Interviewing Skills (Part 2): Empathy & Understanding

Thursday, 23 July '20   11:30am - 12:30pm

This is a 4 part course. No module can be booked in isolation.

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.

By the end of the course participants will:

• Have a deeper understanding of the skills highlighted in Module 1: 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.

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 slides and a comprehensive training pack.

Intended audience
This course is for staff and volunteers who are new to interviewing clients and 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 and techniques especially with regards to increased communication taking place over the telephone and online.

Certificate and post course support
You will receive an e-certificate for each full course (parts 1-4) you complete. To be eligbile for access to our free 12 months post-course advice service (including monthly webinars) you will need to complete four BTC online course modules.

What you will need
After booking, you will receive an email with a grey 'Join online event' button on it. This takes you to a course page with a Zoom link which you should use to join the event. We recommend you join 5-10 minutes beforehand. You will need a Wi-Fi connection and a suitable device to access the internet. You may also wish to have a pen and paper to make notes.

Terms & conditions
Booking onto the course signifies acceptance of our Terms and a guarantee of payment. Please ensure you have read the attached Terms & Conditions document before booking.

Any questions or problems with booking, please contact Vicci or Ali via


4-part discount (price per module)
Select this option, then VIEW SELECTION and SELECT MORE to book onto the other modules in this course.
£30.00 + VAT
Single module
Price per individual model
£35.00 + VAT