Managing Conflict on the Phone

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Note: This is a 1-day course.


It is useful to define exactly what constitutes conflict on the telephone. What are its limits and where do you draw the line, call in assistance or terminate the call? Participants focus on what causes conflict for their customers. Also they consider what factors during a telephone conversation may escalate or decrease the risk of conflict. The use and perception of power can be a major source of conflict. It's crucial to understand how people use power in conflict situations to influence the outcome. Each of us has a personal preference in the way we deal with conflict (and react to it). It is essential to be aware of how our reaction influences the caller's response. This is the first step in gaining control of the call. Often the words and phrases participants view as helpful can be quite the opposite. Developing rapport with the caller takes real skill and a great attention to detail. Participants develop a repertoire of skills to:

• Control one's own naturally surfacing emotions and reactions
• Recognise the signs of conflict escalation before the caller 'blows'
• Use their voice, words, phrases and appropriate empathy skills to reduce conflict
• Prevent the negative impact of angry or upset callers from 'polluting' other calls (major benefit to staff's well-being and staff retention)

It is important, particularly if dealing with high levels of conflict, to record incidents. Recording of incidents is good practice and assists staff to learn from experience. The long term impact of conflict on staff well-being can be substantial unless its impact is handled effectively. Participants learn and practise some debriefing skills. Participants review the skills practised during the day. They also have an opportunity to reflect on how these skills could now be sharpened and maintained. They leave with their own scheduled plan focused on implementing the telephone skills learned.

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