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Scripts
Consent for storing data
High Intensity Callers
Language Line script
Inappropriate or abusive callers
Call backs (voicemails and other outbound calls)
Managing calls towards the end of the shift
Caller Feedback Script
Language Line
Safeguarding process
Refugee Services
Crisis Updates
Ukraine Updates
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Protected: Training
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Protected: Training
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Practical tips
Practical tips for answering calls
Take your time
Understand the situation
Don’t avoid hard subjects
Feelings before forms
Checklists not scripts
Confirm next steps
Under promise, over deliver
People can call again
Take breaks
Look after your team
Practical tips poster
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