Due to the recent developments with COVID-19 this course will now run via the online Zoom platform instead of face to face. It will be delivered as an online live course from 10am-1pm. Access instructions will be sent to you after you sign up This training is aimed at advisers experienced in face-to-face advice, who want to develop skills in the delivery of advice via the telephone. It is a practical workshop, which will help you develop your telephone technique. Key topics covered are the differences between telephone and face-to-face delivery methods, communication skills, call control and development, dealing with difficult calls, call structure and adviser support.