Advanced Skills in advice

This practical one-day course is for experienced advice practitioners wishing to reflect on their personal practice and explore alternative approaches to helping people.


This half day session is a practical, hands-on short course, suitable for advisers, caseworkers, volunteers and managers who already have some experience of using AdvicePro.

Advising on enquiry areas

The pack covers the main advice enquiry areas, to help Advisers start to familiarise themselves with welfare benefits, debt, housing, employment law, and consumer issues.

Case and file management

This course examines ways to effectively manage cases, including the recording of client details, records of advice given, and ways of securely storing case files.

Dealing with Difficult Client Situations

A course that explores what is meant by ‘difficult’ clients, some reasons why clients may become ‘difficult’, identifying what the responsibilities are of advisers and dealing with expectations of clients, and practical strategies for dealing with ‘difficult’ client situations.

Dealing with difficult situations

The majority of clients present no problem for reception staff, but you do need to know what to do if you get a client who is angry or upset or difficult to understand. This e-learning uses some situations and suggestions from reception staff on how to deal with difficult situations.

Deciding next steps

Identifies ways to decide the next steps after assessment of clients needs, and how to identify a range of next steps.