Skills for working with clients
This pack introduces you to skills for working with clients such as listening, questioning, summarising, giving information effectively and looking up and explaining information.
ASA Learning Category: Advice Skills
All learning from the Advice skills category
Suicide risk awareness (Samaritans)
This module looks at how to provide an initial level of support to a client who is distressed or suicidal.
Supporting clients with mental health issues
A course to increase awareness of mental health issues, including identifying signs and symptoms of depression, anxiety and psychosis, and ways to support people with mental ill-health.
Supporting clients with substance misuse issues
This course will explore the difference between legal and illegal substances, what is a ‘typical’ substance misuser, what the common signs and indicators are of substance misuse, and strategies for supporting substance misusers.
Telephone skills
This pack is a learning module for anyone in the service whose work includes receiving and making phone calls from the public, clients and other agencies.
Telephone skills: Questioning and listening
This e-learning looks at the questions you can use with clients and the responses you might get. As well as the four levels of listening and steps to achieve active listening.
Understanding Clients
This e-learning looks at how your client might be feeling, their expectations of your local Citizens Advice centre and of you. We will also look at your feelings about your clients.
Using AdviserNet
This pack recaps the main features of Adviser Net and advice documents and the various methods of finding information.
Using the AdviserNet debt advice documents
This e-learning session will help you become familiar with the content and structure of the debt advice documents in AdviserNet.
Using the Citizens Advice public site
This training pack looks at the main features of the Citizens Advice public site and the various methods of finding information and other resources for clients.