Telephone Conflict Resolution.

DURATION:

This Dealing with Difficult Telephone Calls training course is run over a full day.

RECOMMENDED FOR:

All employees who have to deal with angry customers or service users via the telephone.

COURSE OVERVIEW:

 The course raises understanding of particular challenges caused for customers and staff when communicating by phone. Participants learn key skills to maintain calm and control and to de-escalate the behavior of angry callers. They also learn coping strategies to Use during and after an aggressive phone call.

COURSE BENEFITS:

By the end of this ‘Dealing with Difficult Telephone Calls’ course participants will be better able to:

Recognize patterns of conflict unique to communicating by telephone

• Identify different stages of conflict escalation
• Understand the impact of ‘red rag’ words and phrases
• Maintain their composure during difficult phone calls
• Use specific skills to structure and control each call
• Use a range of skills to manage difficult behavior
• Use coping strategies to manage the impact of conflict and aggression