Dealing with Phone Rage 1-day Training Course

All employees who have to deal with angry customers or service users via the telephone.

The course raises awareness of the particular challenges caused for customers and staff when communicating by phone. Participants learn key skills to maintain composure and to control and de-escalate an angry caller. They also take away key coping strategies to use during and after an aggressive phone call.

By the end of the course participants will be better able to:

• Recognise patterns of behaviour unique to communicating by telephone
• Identify different stages of conflict escalation
• Understand the impact of 'red rag' words and phrases
• Maintain their composure during an angry phone call
• Use specific skills to structure, control and close a call
• Use coping strategies to manage negative emotions

The course can be tailored to your organisation. Key content includes:

• Understanding what triggers aggression
• Recognising the stages of conflict escalation
• Reading signs and symptoms of conflict
• Managing anger 'flashpoints'

• Understanding patterns of behaviour unique to communicating by phone

• Understanding our natural response to conflict
• Understanding the impact of 'Red Rag' words and phrases
• Controlling our voice
• Skills to maintain composure when emotions are rising

• Structuring difficult telephone conversations
• Controlling the call
• Saying 'No'
• Managing customer emotions
• Controlling 'tipping' points
• Active listening skills
• Exceptional skills to defuse anger
• Concluding angry phone calls

• Understanding the negative impact of angry phone calls
• Unique skills to manage our stress levels
• De-briefing after a difficult call

— Please Enquire for a Price Quotation —