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
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.
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
|The challenges of communicating by phone|| Understanding:
|Understanding conflict and anger|| Understanding:
|Strategies to control and manage calls effectively|| How to:
abuse over the phone
How to use:
Here’s what our clients have to say about us:
“This is a great working partnership and I would thoroughly recommend these guys.”Learning and Development ManagerNando’s
“The sessions were scoped beforehand with specific relevance made to scenarios that were experienced within our business. Feedback was that this delivered exactly what they wanted”Director of PeopleDrayton Manor Park
“I would recommend this course to others, engaged my attention and maintained it all day. Trainer had excellent knowledge of the subject”Learning and Development ManagerThe AA
“Due to the great feedback from the hospices, we are potentially looking to roll out not only to the hospices but also to our community nursing service, retail and fundraising teams”Health and Safety ManagerMarie Curie Hospice
“Just wanted to say thank you to The Conflict Training Company for our conflict call handling training. Would definitely recommend this course and am looking forward to the next one”Investigations Team LeaderThe Ombudsman Services
“I wouldn't hesitate to use The Conflict Training Company again and feel that my employees gained a great deal from the training days including how to react when coming face to face with guest complaints”Training ManagerCoombe Abbey Hotel
“I can’t thank you enough for the delivery of the conflict resolution training. I will be very happy to pass on your details and recommend you as a really positive, direct and engaging training company”Primary Care Development ManagerWigan Borough Clinical Commissioning Group
“Great training. Easy to follow. I would recommend this training to give your employees useful tips and the confidence to deescalate a conflict situation, or prevent one occurring”Health and Safety ManagerPlaces for People – Central Property Services
“I would recommend the Conflict Training Company to anyone who has staff on the front line”Service Delivery ManagerTaunton Deane Borough Council
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.
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.