Certificate of Achievement
has completed the following course:
Effective Questioning for Call Handlers
UEA (University of East Anglia)
This course provided participants with the knowledge and skills to evaluate how call handlers ask questions over the phone. It enabled participants to examine the consequences of asking questions in different ways and consider how this affects call outcomes. It also examined the role of computer technology in shaping call handler-caller communication and the implications of software design for supporting service delivery over the telephone.
3 weeks, 3 hours per week
Dr Jamie Murdoch
Research Fellow in Process Evaluation Methodology
UEA (University of East Anglia)
Transcript
Learning outcomes
- Explain the importance of studying conversations
- Describe different types of question-style for obtaining information from callers
- Evaluate the consequences of how questions are asked for the kind of information gathered from callers
- Identify the role of technology in shaping question-style in call handling interactions
Syllabus
- Explanation about the importance of studying conversations
- Audio recordings of telephone calls from research that examined how nurses, using decision support software, asked patients questions over the phone
- Video recordings of nurses using decision support software, synchronized with telephone calls
- Video material that explains different types of questions and the influence of decision support software
In association with
Issued on 12th November 2024
The person named on this certificate has completed the activities in the transcript above. For more information about Certificates of Achievement and the effort required to become eligible, visit futurelearn.com/proof-of-learning/certificate-of-achievement.
This certificate represents proof of learning. It is not a formal qualification, degree, or part of a degree.