Managing Challenging Phone Calls Course

This course will build your skills and confidence to control and manage challenging telephone calls to achieve better outcomes. The insights and strategies learnt will enable you to turn potential confrontations into more effective conversations.

For over 16 years we have specialised in Conflict Management Training Courses and have trained over 50,000 participants.

Using a range of custom-made videos, audio clips, exercises and presentations we provide an interactive and enjoyable learning experience.

Accredited by the institute of Conflict Management and The CPD UK Standards Office
Developed by industry experts
Custom developed videos and audio examples
Optional voiceover for all content pages
An interactive learning experience
Over 90% of participants rate our courses as excellent

Bulk Orders

For 10% discount on orders of 15 courses or more – use code Conflict10

For 20% discount on orders of 40 courses or more – use code Conflict20

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Sample the course

View the demo

Accreditation and Certification

After successfully completing the course assessment you will receive a quality assured certificate. The certificate can be downloaded immediately when the assessment has been successfully completed. The course is accredited by the Institute of Conflict Management and by the UK Continuous Professional Development Standards Office.

Conflict Management Training

Conflict Management Training

Conflict Management Training

Course Content


You will learn how to:

Stay in control no matter how challenging a call becomes
Use strategies to control and de-escalate challenging calls
Manage your own reactions and responses to a client’s anger
Deal with any criticism and personal comments from client
Close unproductive calls effectively
Manage any challenging and abusive behaviour
Employ strategies to manage the impact of challenging phone calls

Managing Challenging Phone Calls Course

For individuals and teams who deal with challenging or angry telephone calls.



1.5 to 2




The challenges of communicating by phone    Understanding:

  • the essentials of effective phone conversation
  • how to manage your tone of voice and spread of speech during challenging calls
  • principles of effective conflict management over the phone
Understanding conflict and anger    Understanding:

  • the key client behaviours that cause conflict
  • a definition of conflict and anger
  • what you need and what the client need to resolve conflict


  • your reactions and emotion
  • client criticism, sarcasm or negative personal comments
  • your words, phrases and language
Strategies to control and manage calls effectively   How to:

  • manage the pace of the conversation
  • avoid becoming trapped by angry questions asked by the client
  • structure, control and de-escalate challenging calls
  • encourage the client to think rather than react
  • acknowledge issues and emotions to ensure the client knows you have understood
  • close calls that have become unproductive
  • manage the impact of angry and emotional calls
aggression and
abuse over  the phone

  • a definition of abuse
  • when a call is abusive

How to use:

  • a three-step approach to dealing with abuse
Course summary
  • of key insights to manage your own behaviour and the behaviour of challenging clients
  • of key strategies to de-escalate conflict
  • how to manage the impact of challenging calls

Our Testimonials

Here’s what our clients have to say about us:

We have run Nationally Accredited Training Courses for thousands of learners for private and public sector organisations.

The majority give us 10 out of 10 for overall course rating.

of clients rated our courses excellent
said they felt they have learnt sufficient skills to de-escalate conflict in the future
said they felt better equipped to handle their reactions in future conflict situations

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

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