Remote Interviewing Skills

This course is in two parts, running on two consecutive days. To attend the whole course, please select 2-Part Discount ticket for £120 + VAT, you do not need to book separately onto Part 2 on the following day.

REMOTE INTERVIEWING SKILLS FOR ADVICE WORK, Part 1:
9.45am - 12.45pm

• 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:
9.45am - 12.45pm

• 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.