Course curriculum

  • 1
    Overview: Providing financial counselling over the phone
    • The challenges of telephone financial counselling
    • Components of a call
    • What makes a call successful?
    • What makes a call unsuccessful?
  • 2
    Component 1: Connect
    • Overview of "Connect"
    • Reflecting on a call: Part 1
    • Building Rapport
    • First Impressions
    • Communicating Clearly
    • Avoiding Jargon
    • Using Interpreters
    • Voice and Tone Matters!
  • 3
    Component 2: Assess
    • Overview of "Assess"
    • Service Fit
    • Capacity
    • Risk
    • Referrals
  • 4
    Component 3: Focus
    • Overview of "Focus"
    • Getting to the story
    • Reflecting on a call: Part 2
  • 5
    Component 4: Act
    • Overview of "Act"
    • Discussing Options and Implications
    • Agreeing on an Action Plan
    • Reflecting on a call: Part 3
    • Summarising and Confirming
    • Closing and Following-Up
  • 6
    Resources and Worksheets
    • Resources Telephone skills for Financial Counsellors
    • Worksheets Telephone skills for Financial Counsellors
  • 7
    We Value Your Feedback
    • 5 Minute Evaluation - Thank You!
  • 8
    Develop Your Skills
    • Telephone Counselling Skills - Part 2