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. 


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


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

Join our waiting list

We're sorry, the course youíve chosen isnít running as an open workshop at the moment but you can either register your interest and weíll let you know when itís back on, or ask to have it delivered in-house (see below).

Ask about in-house options

If you have more than a few staff to train, want to tailor the content to your exact organisational needs, prefer the privacy of one-to-one training, or simply want the flexibility of choosing a date and venue that suits you, then this is a great and, in most cases, cost-effective alternative to our public sessions.

Price From £999 per day (or per hour)*

* Please note the rate depends on workshop type and duration. You may pay even less than the price shown for shorter sessions.

Book an in-house workshop

If you're ready to order an in-house workshop and you want to use our secure, online booking system then click on the order in-house button below. You'll get a chance to let us know your preferred date at the next step.

Price From £999 per day (or per hour)*

What our clients say:

"An excellent course that was very well presented by a trainer who was clearly experienced in his field and put his message across in a relaxed and good humoured manner. Thank you."
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ACM Training is a trading name of Crosshands Limited. Our registered office is at the above address and our registration number is 03136393.

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