Handling difficult telephone calls
Diffuse tensions, resolve the issue
This course helps anyone who has to deal with difficult situations over the phone. It helps delegates understand why behaviour can escalate, appreciate their own responses and learn what to do and what not to do. The training includes tutor input, group discussion, scripting out exercises and optional interactive theatre techniques.
Our handling difficult telephone calls course outline:
- Establishing what can go wrong over the ‘phone
- Understanding perceptions and expectations
- Overview of how difficult situations develop ‘Trigger, Interpretation, Arousal, Behaviour’
- How to avoid accelerators – using communication skills to maximum advantage
- Identifying key diffusion techniques to help deal with a variety of situations to include: angry callers, abusive callers and threats and manipulation
- Subsequent feelings and support mechanisms
- ‘Telephone Rage’
- Scripting out exercises
- Action planning
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