This course contains topics from the foundation course with greater emphasis on interviewing and investigating.  Delegates will explore active listening in more depth, structure is provided around how to conduct interviews and investigations with a greater emphasis placed on personal resilience.

Learning Objectives

  • Fully conversant with the full range of active listening
  • Manage challenging conversations with difficult clients more efficiently
  • Correctly structure investigations using a planned approach
  • Interview rather than interrogate to get the best out of the interviewee
  • Identify those who are not telling the truth
  • Additional techniques to control self and others
  • Learn the full range of resilience techniques to manage stress

Business Outcomes

  • Reduced need for return conversations
  • Clients are fully aware of their circumstances
  • Increased employee engagement
  • Less tension in the workplace
  • Reduced presenteeism and absenteeism
  • A more resilient workforce