Remote Interviewing Skills, Part 1

Tuesday, 15 September '20   9:45am - 12:45pm

This is Part 1 of a two-part course. To attend the complete course, please click View Selection, then SELECT MORE and add Part 2.

Remote Interviewing Skills for Advice Work, Part 1:
9.45am - 12.45pm

  • The interview model
  • Empathy & understanding

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:

  • 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.

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.


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.


2 part discount ticket (booking for both Parts 1 & 2)
This ticket covers both Part 1 and Part 2 (the following day)
£120.00 + VAT
Single module ticket
Standard price per module
£70.00 + VAT