Training course on managing conflict over the phone

Overview of this 1-day course

This course benefits individuals and teams who have to respond to 'external' or 'internal' customers over the phone. It equips participants with the understanding and ability to manage conflict and difficult situations on the phone. This is a practical course, participants learn through a range of training approaches including short demonstrations, skills practice, reflection and discussion. PowerPoint is used minimally!

Key topics covered on this course:

Understanding what causes anger and aggression
Understanding the impact of a telephone call over other methods of communication
Greater awareness of how words, phrases, responses and timing can lead to callers escalating to aggression
Skills to regain composure and control when dealing with an aggressive or upset caller
Skills to defuse aggression
Skills to debrief after an angry or upset caller to minimise impact of the call
Protocols to use to set the boundaries of conflict on the phone

View Full Course Outline HERE.

Recent Attendee Comments:

Very good, I will now ask more questions and listen longer to the customer instead of assuming what they want. Committee Services Officer, Local Government.

Course made me aware of different ways of dealing with difficult customers, things I hadn't thought about before. I'm going to think before jumping straight in. Customer Services Manager, Private Industry.

I particularly liked the techniques for staying calm. I will listen more, give verbal 'nods', ask questions before jumping to solutions. Sales and Marketing Manager, Private Industry.

Very worthwhile and easy to understand and put into practice, regardless of working environment. Sales Administrator, Private Industry.

Excellent, can't fault it. Much better than I was expecting. Trainer was great with us, lots learnt for all purposes in my life. Sales Administrator, Private Industry.

The course was very appropriate for the work I do on a day to day basis, answering many telephone calls per day. Telephonist, Police Service.

It changed my perspective on how to deal with irate callers with regard to how the callers perceive me and the department. 10 out of 10. Sales Assistant, Private Industry.

I came today wondering how anyone could take a whole day to teach me how to use the phone (something I've been doing for years). I go away realising there is a lot to learn. Thank you. Medical Secretary, NHS.

Very good. I would definitely attend another course if provided. Customer Services Assistant, Housing Association.

Very appropriate to my role and well structured. I particularly liked the techniques and phrases used to draw difficult phone calls to a close. The course was extremely well presented, the facilitator knew what he was talking about! Everyone was very attentive throughout the day. Administrative Team Leader, Local Government.

Everything we learnt was delivered in a clear way and there were lots of examples that I could relate to. The trainer was very friendly and helpful - always had time to explain things. I also enjoyed the group activities. Administrator, Services Industry.

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Managing Conflict on the Phone

Conflict prevention, de-escalation and management in the workplace