Courses Delivered at Your Venue or Virtually Via Zoom or Teams
De-escalate Conflict and Aggression
Fully Accredited Course
Tailored for your Group
Managing Challenging Phone Calls
This course provides exceptional skills and confidence to professionally manage challenging or angry clients over the telephone.
- Specialist training provider
- Established 2007
- Over 100,000 trained
- Expert trainers
Course Summary
Understanding conflict and aggression
Stages of conflict escalation
Principles for managing conflict
Maintaining composure
Structuring challenging phone calls
De-escalation skills and techniques
Listening techniques
Managing different personalities
Staying in control of the call
Controlling our voice and tone
How to close unproductive calls
Practicing bespoke case scenarios
Dealing with abusive behaviour
Managing mental ill health
Coping strategies
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 Registered Member of the UKGDPR Check and Verify Register.
Our Testimonials
Here’s what our clients have to say about us:
Engaging conflict management 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 fun and lots of enthusiasm on all of our conflict management training courses.