This course provides participants with the skills needed to provide emotional and psychological support over the telephone and on voice only internet platforms. Participants will learn about the structure of single session and ongoing voice only support, the specifics of voice only interactions, and key considerations, such access, inclusion, self-care and managing conversations that contain substantial risk and challenge.
The telephone has for decades been the chosen means of providing emotional and psychological support to thousands of people year-on-year. This support is provided on a one-off basis or in a continuous manner, such as through helplines and phone therapy. Since the Covid-19 pandemic, remote means of delivering support have multiplied, and voice-only support is the method of choice for many organisations. However, helping people deal with emotional and psychological issues with only your voice is not the same as supporting someone in-person. There are distinct ways in which the supporter and the supported relate when interacting with solely their voices.
This course draws on the British Association of Counselling and Psychotherapy’s online and phone competency framework, user guide and training curriculum, to provide a structure of employing support and counselling skills in a single session and ongoing support basis over the telephone. Key aspects are explored, such as how the medium of support influences the helper and those seeking help, practical considerations when providing voice only support, self-care for the supporter, equality of access, managing risk, and working with problematic calls. This material is covered using a blend of taught delivery, practical exercises and examination of a case study material.
WHO SHOULD ATTEND
Anyone directly providing, coordinating or managing voice only emotional or psychological support services using the telephone or online platforms. This includes paid staff and volunteers working in a helpline or single-session capacity, and those providing ongoing support, befriending or therapy for multiple sessions.
KEY LEARNING OBJECTIVE
To help participants understand:
The foundations of providing voice only support
How to establish a voice only relationship with the supported person
How to structure a single support session using voice only
How to structure ongoing voice only support
Self-care and supporting others when providing voice only support
Key aspects of equality, diversity and inclusion
What to consider when assessing and managing risk
What to consider when dealing with problematic calls
Available resources and current good practice
How to transition learning from the masterclass into practice
