Dealing with Conflict on the Telephone
After completing this course, all delegates will receive a Certificate in Conflict on the Telephone training, certified by Good Sense Training.
Certificate in Conflict on the Telephone
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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.
0800 0 146 146
Course Objectives
During this four-hour course delegates will learn:
What constitutes a difficult, challenging or abusive and aggressive telephone call
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
MORE CONFLICT MANAGEMENT COURSES
Get in Touch
0800 0 146 146
info@good-sense.co.uk
Our Office
GoodSense Training
Broadgate Lane
Horsforth
LS18 4AG