Managing Challenging Phone Calls Training Course Outline

Delivered At Your Venue

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.

Ideal for

Those who experience conflict, anger or aggression over the phone.

Course duration

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.

Course benefits

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

Course Content

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:

Understanding conflict

Understanding the factors that trigger aggression and conflict
Guiding principles for managing conflict
Working with different communication styles to de-escalate conflict

De-escalating conflict

Structuring difficult telephone conversations
Staying in control of the call
Saying ‘no’ effectively and managing expectations
How to close unproductive calls

Responding to conflict

Recognising the stages of conflict escalation
Controlling our voice and reactions
Skills to maintain composure when customer emotions are rising

Managing abuse and building resilience

Where to draw the line
Learning a 3-step process to manage abusive behaviour
Coping strategies to manage the impact of challenging phone calls during and after the call

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: https://www.transitionlawshield.com/conflict-training-co-1081019

Engaging training

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.

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Our Testimonials

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.

courses@conflict-training.co.uk
0800 3029262

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