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.
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:
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.
Our Testimonials
Here’s what our clients have to say about us:
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.
0800 3029262