Conflict Resolution on the Telephone Training Course

Course aim

Conflict Resolution on the telephone training is essential for people who communicate predominantly on the telephone. Communicating in this way is very different to face to face interactions. The training will build a structured approach to managing challenging calls, help de-escalate and develop resolution skills.

1/2 day course

Target audience

Aimed at managers and team members who encounter conflict and aggression as part of their daily work role predominantly on the telephone. This training course is beneficial to staff who find telephone conversations challenging, have to deliver unwelcome news or are in a customer complaint department.

Examples of teams have benefited from the training:

Housing & benefits staff, security guards, motorway service staff, care workers, housing association staff, nurses, customer service staff, airport workers, professionals services, retail assistants, reception staff, school wardens, car park enforcement officers, theatre workers

Course outcomes

By the end of this one-day training course, the participants will:

How to structure the call in order to remain in control
Develop an effective technique to remain calm
How to demonstrate empathy and build rapport
How to de-escalate aggressive and hostile callers
Demonstrated their skills in resolving conflict and confrontation verbally
Achieve positive outcomes while maintaining the integrity of the brand

Course overview

Master unique techniques to avoid and defuse conflict
Use skilled language patterns that defuse situations
Understand the benefits of a verbal handshake
Identify ‘the bait’ and respond skilfully
Learn the benefits of a verbal handshake
How to manage aggressive and hostile callers
Learn intelligent language patterns
Recognising and dealing with behaviour patterns
Methods in dealing with behavioural issues
Manage call transfers, putting callers on hold and call terminations
Verbalise your needs and gain respect
Exude confidence when dealing with difficult conversations
Achieve positive outcomes while maintaining the integrity of the brand

What should I expect

Dedicated consultation during the course content development
Professional communication running up to the start of the programme
Advice and guidance based on our years of experience
Reliability, punctuality and professionalism from start to finish
Engaging and personable trainers
Interactive training that will accelerate learning and outcomes
Post-learning course resources for all participants
Post course administration returned promptly to organisation
Regular consultations, reviews and discussions with you the client during the programme delivery
Ongoing support and consultation

Customers reviews

“Loved the paraphrasing technique, so more effective than the way I had been using it.”

Sarah Dowser

Benefit Recovery

“Excellent course, thank you Mark, I will use these skills every day”.

Chris Slater

Customer Service Team

“I now understand how I need to adapt my approach when using a remote medium like the telephone.”

John Johnstone

Housing officer

Our clients

Helping our partners remain safe

Conflict Resolution on the Telephone Training Course