Helpline Skills Training
London & Online

Our Approach




Find Your Authentic Voice

About Our Helpline Skills Training in London & Online

Our philosophy is to help you express your authentic voice. We provide the tools and knowledge you need to make the best engagements when you respond to someone. Working in partnership with Kiltti, our aim is to deliver a suite of holistic training to enable you to develop your skills and acquire the knowledge required for a quality interaction. Every organisation is unique and our training reflects this. We recognise the sector is diverse and responds to a range of issues with the support of a team of paid workers or volunteers. Our aim is to enable you to make a connection with your caller and provide the response that is required with authenticity and confidence.

We are very mindful of our operator training. Our instructors have over 15 years of experience working in the helpline sector. Flexibility and trust underpin our work and we deliver our training in a facilitative style that is engaging and effective.

We’re passionate about our work and we’re always available to provide informal support and information.

Our courses are available for individual attendance or we can deliver a bespoke course for your team. If you have a question or would like to learn more about helpline skills training in London and online, please don’t hesitate to get in touch with us at Authentic Responses.


If you have any questions about our helpline skills training in London and online, please don’t hesitate to get in touch with us at Authentic Responses.

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Frequently Asked Questions

  How do I access online training/the E-Learning Hub?

When you have signed up to a course, we will send you an invitation that will give you access.

  How are courses structured?

Courses take place from 10am to 4pm with regular breaks.

  How do classes take place?

Your instructor will present the course using a whiteboard as well as PowerPoint presentations.

  Do I need to prepare anything?

No. If you have issues or questions you would like to discuss in a shared space, you are welcome to bring these up.

  What technology do I need?

You will need a secure internet connection, preferably on a laptop or PC.

  What should I do if I cannot access a course?

Please contact us at Authentic Responses and your facilitator will be able to help you.

  What should I do if I want to re-visit a part of the course?

All course materials will be available on the E-Learning Hub. You will have access to this for three months if you have attended an Authentic Responses course.

  Are courses accredited?

No, but we hope to have them accredited in the very near future.

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  Thank you!...

Really appreciate how open and supportive the trainer was, and how much space was given for participants to get to know each other, to test skills out and to enter into useful discussion/debate. There was a lovely balance between reasserting the basics and challenging people to think outside the status quo. Thank you!

  Thank you Priya...

Thank you Priya, I learnt a lot and will definitely use some of the suggested activities/tools in the future.

  Excellent and engaging...

Big thanks to Priya for such excellent and engaging delivery.

  Priya was brilliant...

Priya was brilliant, such a wonderful trainer, I really enjoyed the course and her delivery was so friendly and put me at ease in a situation I normally hate (zoom and breakout rooms etc.)

  Wonderfully informative and inclusive...

Thank you Priya, your trainings are always wonderfully informative and inclusive.

  A great facilitator...

Priya was a great facilitator - left space for us to ask questions. Really enjoyed the chat roleplays.