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Course contents This is a half-day course designed to help advisers make their home visits as effective as possible. The course covers: ? why do home visits ? preparation and planning ? providing help and advice ? assessing risks and avoiding danger ? diffusing aggressive situations ? travelling safely The course can be run over a full day to allow for greater detail and discussion. Who is the course for? The course is designed for anyone who travels out of the office to provide advice, particularly energy advice, in a client's home. This may include staff or volunteers from: energy advice agencies, local authorities, housing associations, fuel companies, surveyors and installers, volunteer/advice groups or agencies. Aims and learning outcomes The aim of the course is to help participants to get the most out of home visits at every stage - from preparation and planning, communicating effectively face-to-face, avoiding danger, risks and aggression through to travelling safely. By the end of the day, you will be able to: ? appraise the advantages and disadvantages of doing home visits ? identify the preparation and planning needed for home visits ? communicate clearly when face-to-face in order to provide good customer service and deal with difficult customers/questions ? assess the possible risks involved when conducting a home visit, plan for possible dangers and be able to minimise the risk ? define what constitutes unacceptable behaviour/aggression ? recognise warning signs of threatening/aggressive behaviour ? diffuse potentially aggressive situations ? travel safely to and from home visits This course can be delivered as an in-house course tailored to your organisation.

Course contents This is a half-day course designed to help advisers make their home visits as effective as possible. The course covers: ? why do home visits ? preparation and planning ? providing help and advice ? assessing risks and avoiding danger ? diffusing aggressive situations ? travelling safely The course can be run over a full day to allow for greater detail and discussion. Who is the...

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