Managing Challenging Phone Calls Training at your Venue or Virtually via Teams
Managing Challenging Phone Calls Course Overview
Train your staff to de-escalate challenging, angry and aggressive clients over the telephone.
Accredited and bespoke conflict management courses to build your group’s confidence and resilience to manage challenging customers and situations.
Over 17 years as a specialist conflict management training provider delivering interactive courses led by expert trainers at your venue or virtually.
Who is this course for?
Perfect for all staff who may have to deal with challenging phone calls as part of their role. For both public and private sector staff, who would benefit from more confidence and resilience to manage customer conflict, anger and upset.
Covering the UK we provide Conflict Resolution training to a wide range of sectors, including:
- Commercial organisations
- Housing
- GP Surgeries and NHS
- Local Government
- Charities
- Education
- Hospitality
- Visitor Attractions
- Theatres
- Construction
- Transport
- Enforcement
Nationally Accredited Training
The Conflict Training Company’s courses are accredited by the Institute of
Conflic Management (ICM) and the UK CPD Standards Office. An approved
member of the UKGDPR verification register.
What is included in this Managing Challenging Phone Calls Course
Learn how to
- Structure difficult conversations for the best results utilising words, phrases and tone.
- Maintain composure during challenging calls
- De-escalate conflict to generate positive outcomes
- Avoid common pitfalls which lead to conflict escalation
- Be assertive while under pressure
- Close unproductive calls to save time
- Manage calls with vulnerable people
- Deal with rude and abusive behaviour
- Create coping strategies to deal with stress from challenging calls, including when working from home
Hands on experience
Interactive course delivery, so your staff have experience of utilising the techniques learnt in real world scenarios, relevant to them.
Those taking part have a real opportunity to explore how they respond to conflict and practise their skills during individual and group exercises. We also promise an energetic, fun learning experience and lots of enthusiasm on all of our Managing Challenging Calls training course.
All delegates walk away with
- Accredited Course Certificate
- Comprehensive workbook with detailed notes
- Confidence to manage customer conflict over the telephone
Course Location and delivery options
- Onsite at your premises or a venue of your choice across the UK or Virtually.
- Flexible delivery timeframes to suit the needs of your organising.
Looking for an E-Learning Version of this Course?
Training Commissioners give us the following feedback 2 weeks after our training has taken place.
%
Commissioners rate our courses out of 100%.
%
Satisfied with our communication and organisation of the course.
%
Would recommend The Conflict Training Company.
Our Testimonials
Here’s what our clients have to say about our conflict management training courses:
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.