Handling Conflict Calmly Over the Phone

Dealing with Conflict on the Telephone

Dealing with Conflict on the Telephone Training At Your Venue Anywhere In The UK

Who’s it aimed at?

All employees who have to deal with angry and aggressive customers or service users on the telephone.

Entry requirements

N/A

Course Outcomes

Certificate in Conflict on the Telephone:

Course certificate

After completing this course, all delegates will receive a Certificate in Conflict on the Telephone training, certified by Good Sense Training.

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Course duration

Half Day – 3.5 Hours

Full Day – 7 Hours

Course learners

16 Per Course

Course Objectives

During this four-hour course delegates will learn:

The difference between ‘common sense’ and ‘common practice’
What is rapport and why it is key to handling difficult calls
How to build rapport on the telephone
The difference between ‘aggression’ and ‘assertiveness’
How to use a pattern interruption on the telephone
Why people tend to be defensive on the telephone
Which mindset work best on the telephone

About handling sensitive situations with skill and diplomacy
How to cope with emotions – their own, as well as other people’s emotions
How to handle calls with confidence when dealing with challenging situations
To problem solve on the telephone
How to recognise the caller’s personality type
To adapt their natural style to match the caller and gain more rapport
What their natural telephone personality type is

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GoodSense Conflict Resolution Training helps you to make sure your staff remain safe at work and have the confidence, skill and understanding to prevent and manage difficult situations.

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