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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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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