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 techniques to include role play, skills practice, discussion and reflection. Telephones are used in the practical elements to simulate real work situations.

Following the completion of this course the delegates will be able to;

• Identify and understand the causes of anger and aggression
• Identify and understand the impact of a telephone call over other methods of communication
• Have increased awareness of how words, phrases, responses and timing can lead to calls escalating to aggression
• Learn skills to regain composure and control when dealing with an aggressive or difficult caller
• Identify and apply aggression diffusion skills 
• Identify and apply debriefing skills to minimise the impact of an aggressive call
• Identify protocols to use to set the boundaries of conflict on the phone

Effectively Dealing with Telephone Conflict is available as a 1 or 2 day course

• 1 Day Course: £195.00 per person +vat
• 2 Day Course: £255.00 per person +vat