DEALING WITH DIFFICULT CALLERS

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Register your interest in a public group session

We understand individuals and small businesses may not have the resources to book an exclusive group or one-to-one session, so we operate a wait list system. Give us you contact details and when enough people have registered their interest we'll be in touch to organise a date. For most sessions you'll be alongside (virtually that is) no more than five other trainees.

Join wait list

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Organise an in-house private course

This is the way most organisations choose to work with us. You get to choose the workshop, nominate who you want to sit the session, fix a time and date that suits everyone and decide whether you want online or in-person delivery. We do the rest – even down to tweaking the training to match your specific needs. All we need is a bit of information about you so click the organise button to get the ball rolling.

Price

From £999 per session

organise

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In this one-day course delegates will learn the key skills to maintain calmness and be in control and to de-escalate the behaviour of angry callers. They also learn coping strategies to use during and after an aggressive phone call. By the end of the day, delegates will be equipped with a range of tools to deal with difficult people and challenging behaviour. And we help them deal with the impact it can have on them personally and professionally so they can avoid the attendant stress and potential burnout. 

COURSE BENEFITS

By the end of each session, delegates will be better able to:

• Recognise patterns of conflict unique to communicating by telephone
• Identify different stages of conflict escalation
• Understand the impact of ‘red rag’ words and phrases
• Maintain their composure during difficult phone calls
• Use specific skills to structure and control each call
• Use a range of skills to manage difficult behaviour
• Use coping strategies to manage the impact of conflict and aggression

COURSE OBJECTIVES

By the end of each session, through a practical and interactive activity, delegates should be able to:

• Understanding what triggers aggression
• Recognising the stages of conflict escalation
• Managing conflict ‘flashpoints’
• Understanding patterns of behaviour unique to communicating by phone
• Understanding our natural response to conflict
• Understanding the impact of ‘red rag’ words and phrases
• Controlling our voice and reactions
• Skills to maintain composure when emotions are rising
• Structuring difficult telephone conversations
• Staying in control of the call
• Listening and calming the situation
• Acknowledging difficulties and customer emotions
• Saying no effectively
• Handling difficult or abusive behaviour
• Giving the customer a ‘win’
• Solving the problem
• Concluding angry phone calls
• Understanding the negative impact of angry phone calls
• Unique skills to manage our stress levels
• De-briefing after a difficult call