Remote Interviewing Skills, Part 2 only

Wednesday, 4 November '20   9:45am - 12:45pm

This is Part 2 of a two part course. To attend the complete course, please book via Part 1.

Remote Interviewing Skills, Part 2:
9.45am - 12.45pm

  • Overcoming barriers
  • Completing the interview

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:

  • 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 slides and a comprehensive training pack.

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.

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


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.


Single part ticket
Ticket for Part 2 (half a day) only. To book onto the complete course, please go to Part 1.
£70.00 + VAT
Online event information

This is an online event.

Joining instructions will be provided after booking.