Dealing with Difficult Telephone Calls (Half Day)

  • TBA
  • TBA
  • £70for members £90for non-members
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Overview

On this course delegates will learn how to maintain composure and stay in control of each call when managing angry and demanding customers over the telephone. They will also learn simple coping strategies to use during and after an aggressive or emotional phone call.

This course will enable you to

  • Recognise the factors that cause conflict to escalate
  • Maintain their composure during difficult phone calls
  • Use specific skills to structure and control challenging calls
  • Learn simple to use coping strategies to manage the impact of challenging phone calls
  • Understanding the factors that trigger aggression and emotion
  • Recognising the stages of conflict escalation
  • Understanding how different communication styles can cause conflict
  • Controlling our voice and reactions over the telephone
  • Skills to maintain composure when emotions are rising
  • Structuring difficult telephone conversations
  • Staying in control of the call
  • Saying no effectively and managing expectations
  • How to close calls that are going around in circles
  • Learning a three step process to manage abusive behaviour
  • Key skills to manage stress levels during and after challenging calls
  • De-briefing after a difficult call

Trainer

Trainer Eamonn Dennis is from The Conflict Training Company :

When you book training with us we start with a training needs analysis to establish what you are seeking to achieve and what we need to deliver in order to meet your goals. We then collect case examples of the different types of situations your colleagues have to deal with so we can develop bespoke scenarios to use during the training. We conduct a further short needs analysis with the course participants on the day to ensure we are focused specifically on what they need from the training.

Dealing with Difficult Telephone Calls (Half Day)

  • TBA
  • TBA
  • £70for members £90for non-members
Receive updates on future training and available places Join waiting list
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