Training - Operator Manual

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Training and advice

Listen and talk with callers, dealing with strong emotions, practical tips and tools

Introduction

Being an operator: step by step
Check what you need to be an operator
Roles and responsibilities
Code of Practice
Boundaries and limitations

Practical tips and tools

Decide to refer someone for urgent practical support
Practical tips for answering calls
Practical advice you could give callers
How you could respond to callers
Calling people back
Ending calls
What to do after a call
Phonetic alphabet

Strong emotions

Types of difficult calls
Supporting distressed callers (CALMER)
Angry and distressed callers
Silent callers
Abusive callers

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