Managing Challenging Phone Calls Training

Courses Delivered at Your Venue or Virtually Via Zoom or Teams

    De-escalate Conflict and Aggression

    Fully Accredited Course

    Tailored for your Group

    Interactive Delivery

    Certificate on Completion

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    Blended Learning Options

Managing Challenging Phone Calls

This course provides exceptional skills and confidence to professionally manage challenging or angry clients over the telephone.

  • Specialist training provider
  • Established 2007
  • Over 100,000 trained
  • Expert trainers

Course Summary

Understanding conflict and aggression 

Stages of conflict escalation

Principles for managing conflict

Maintaining composure

Structuring challenging phone calls

De-escalation skills and techniques

 Listening techniques

 Managing different personalities

 Staying in control of the call

 Controlling our voice and tone

 How to close unproductive calls

Practicing bespoke case scenarios

 Dealing with abusive behaviour

Managing mental ill health

 Coping strategies

Approved Quality Centre

The Conflict Training Company is an Approved Quality Centre accredited by the Institute of Conflict Management (ICM) and operates to the ICM’s Code of Practice. The ICM is dedicated to ‘setting standards in the prevention and management of aggression and conflict’.

The Conflict Training Company Ltd is also an Approved Centre accredited by the CPD Standards Office. Your staff will earn the Continuous Professional Development points relevant to each of our courses.

The Conflict Training Company Ltd is a Registered Member of the UKGDPR Check and Verify Register.

Our Testimonials

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

Engaging conflict management training

Conflict Training Company courses are highly participative workshops. Those taking part have a real opportunity to explore how they personally respond to conflict and practise their skills during individual and group exercises. We also promise fun and lots of enthusiasm on all of our conflict management training courses.

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The Conflict Training Company

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