Telephone Conflict Resolution.
0 Day Course
Learn how to use simple and effective strategies to stay composed and resolve customer conflict on the telephone.
Course Details:
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
