Language of Livechat

Live chat is a unique channel, and it is becoming increasingly popular among both service users and organisations. Our course provides the knowledge for helpline workers to response to their live chats. It covers the key differences between live chat and other channels and provides attendees with techniques to master these unique channel characteristics. Helpline workers will learn how to structure a live chat conversation and practice techniques to identify and respond to their service user’s needs. Our course addresses the threads that run through a conversation to ensure a consistent quality engagement.





Language of Livechat is a one day interactive skills training course; perfect for those who have a launched a livechat channel and would like to train their staff and volunteers in engaging with service users. It can also be valuable to those who are looking to refresh their knowledge and key skills.  The course provides an introduction to the core skills you will need to develop such as active listening, questioning techniques, live chat structure and how to end a chat.

We also focus on the threads which run through a conversation; language, tone, assumptions, boundaries.  

We’ll provide you with techniques to respond using your communication skills training to enable a positive chat engagement.

Our courses are available for individual attendance or we can deliver a bespoke course for your team.

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Course Information


11 May 2022

09 June 2022

21 July 2022



Max. no of people




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If you are interested in helpline skills training in London and online, contact us at Authentic Responses to find out more about Beyond Blue.

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