Responding to Conflict on the Phone

This programme has been developed for:

Staff who interact with service users over the phone.  Specifically, those callers who may become angry or abusive.

The course is suitable for staff in any sector: commercial, public service, retail, leisure, licensed trade, transport, airlines and security.

The aim of this programme is:

To enable staff to create an environment condusive to managing phone calls effectively.

To develop staff knowledge and confidence in the prevention and management of angry or abusive calls.

The topics covered include:

• Work station ergonomics
• Good posture and seating
• Understanding the mindset of callers
• Understanding the natural ‘stress response’
• Professiona phone etiquette
• Key techniques; putting a caller on hold, transferring calls & terminating calls
• Responding positively to angry callers
• When and how to be assertive
• Post incident procedures

Method of delivery and assessment:

Formal presentation, group work, practical exercises and discussion.

SecuriCare use an operational phone network during fully interactive exercises.

Learner’s knowledge is evidenced by verbal or written questioning.

Duration of training:

1 day

Accreditation is available via:

IN-HOUSE ACCREDITATION

Signposting key skills:

This unit offers clear opportunities for learners to provide evidence of achievement in the following skill area/s:

Key Skills: Communication

Wider Key Skills: Working with others, Problem solving, Improving Own Learning and performance