Staff in the SPSO have access to prompt cards suggesting strategies and approaches that they can use when on the phone. These are not meant to be used word for word but it can be helpful to have some prompts or to be aware of language to avoid. This can help to build confidence, particularly for new staff who may worry they will forget what to do or what information they need to provide to the customer. The phrase cards available here give a few examples of the types of scenarios where you may wish to develop cards for you and your colleagues. For more details about the phrase cards that we use, please contact us.