Managing Challenging Phone Calls Training
Nationally accredited course
Participants on this course 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 effective coping strategies to use during and after an aggressive or emotional phone call.
Those who experience conflict, anger or aggression over the phone.
We deliver the content in a blended learning format to meet the needs of each group. We also combine different courses to meet training needs and would be pleased to hear from you to discuss your requirements.
After completing this course participants will be empowered to:
- Recognise factors that cause conflict to escalate
- Maintain their composure and confidence during difficult phone calls
- Use specific strategies and tools to control and manage challenging calls
- Learn simple to use coping strategies to manage the impact of challenging phone calls
- Specialist training provider
- Established 2004
- Over 100,000 participants trained
- Extensive customer base
- Expert trainers
- Bespoke blended learning solutions
The course is tailored to the needs of participants and their role. Specific case scenarios are developed from a Needs Analysis conducted prior to the training taking place, so we can make the training as bespoke as possible.
Some of the key content includes:
Approved Quality Centre
The Conflict Training Company is an Approved Quality Centre accredited by the Institute of Conflict Management (ICM) and operates to the ICM’s Code of Practice. The ICM is dedicated to ‘setting standards in the prevention and management of aggression and conflict’.
The Conflict Training Company Ltd is also an Approved Centre accredited by the CPD Standards Office. Your staff will earn the Continuous Professional Development points relevant to each of our courses.
The Conflict Training Company Ltd is a compliant business under GDPR & UK Data Protection Law. Click the S.H.I.E.L.D to verify our status. S.H.I.E.L.D. link: www.transitionlawshield.com/items/the-conflict-training-co-ltd
Conflict Training Company courses are highly participative workshops. Those taking part have a real opportunity to explore how they personally respond to conflict and practise their skills during individual and group exercises. We also promise some fun and lots of enthusiasm along the way.
Here’s what our clients have to say about us:
“This is a great working partnership and I would thoroughly recommend these guys.”Learning and Development ManagerNando’s
“The sessions were scoped beforehand with specific relevance made to scenarios that were experienced within our business. Feedback was that this delivered exactly what they wanted”Director of PeopleDrayton Manor Park
“I would recommend this course to others, engaged my attention and maintained it all day. Trainer had excellent knowledge of the subject”Learning and Development ManagerThe AA
“Due to the great feedback from the hospices, we are potentially looking to roll out not only to the hospices but also to our community nursing service, retail and fundraising teams”Health and Safety ManagerMarie Curie Hospice
“Just wanted to say thank you to The Conflict Training Company for our conflict call handling training. Would definitely recommend this course and am looking forward to the next one”Investigations Team LeaderThe Ombudsman Services
“I wouldn't hesitate to use The Conflict Training Company again and feel that my employees gained a great deal from the training days including how to react when coming face to face with guest complaints”Training ManagerCoombe Abbey Hotel
“I can’t thank you enough for the delivery of the conflict resolution training. I will be very happy to pass on your details and recommend you as a really positive, direct and engaging training company”Primary Care Development ManagerWigan Borough Clinical Commissioning Group
“Great training. Easy to follow. I would recommend this training to give your employees useful tips and the confidence to deescalate a conflict situation, or prevent one occurring”Health and Safety ManagerPlaces for People – Central Property Services
“I would recommend the Conflict Training Company to anyone who has staff on the front line”Service Delivery ManagerTaunton Deane Borough Council
The Conflict Training Company
We successfully provide Conflict Management and Personal Safety solutions to hundreds of private and public sector organisations. Please get in touch to discuss your requirements and we will do all we can to meet your training needs.