Resolving telephone conflict

Course outline

Teaches your people how to manage and defuse difficult phone conversations. Delegates will learn coping strategies for use during and after an aggressive call. Used effectively, our training will allow conversations to progress more productively.

Suggested attendees

This NHS Resolving Telephone Conflict training course is aimed at all staff throughout the NHS including:

  • Patient Advice and Liaison Service (PALS) operators
  • Reception staff
  • Help desk teams
  • Call centre teams

Course content

Recognising telephone conflict

  • Policy definitions
  • Causes of challenging calls

Communication

  • Components
  • Breakdowns
  • Positive body language
  • Customer service

Models to manage conflict

  • Betari’s Box – how attitude affects behaviour
  • LEAPS – listening model to defuse
  • Five Step Appeal to manage and end calls when required

Incident reporting and support

  • Documentation and systems
  • Post-incident procedures
  • Options for support

By the end of this course your team will be able to:

  • Recognise telephone conflict
  • Start a call positively
  • Implement strategies to manage a challenging call
  • Report incidents effectively

At the end of this course your team will receive:

  • A certificate of attendance
  • Receive a course workbook
  • Access to a dedicated delegate resource area
  • Duration 3.5 hours

  • Delegates 16 Max

Delivery methods

IKON Live remote workplace
training

Our effective remote communications training enables your people to get the training they need wherever they are, with a real life IKON trainer, via Microsoft Teams.

Face-to-face
training

Many of our courses, especially those with physical skills, can be delivered in a face-to-face training environment, either at your venue or ours.

Train the
trainer

IKON’s Train the trainer service will enable your team to deliver motivational and insightful training that builds confidence and trust with delegates.

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    We listen to our clients

    • ... the professionalism, the experience and the knowledge shown by IKON Training was first class. They understood our needs and promptly developed a programme of training which we rolled out to over 120 hospital-based staff.

      Colchester Provide CIC

    • I have worked in the NHS for over 20 years and this was hands down the best conflict resolution training I have had. Thank you.

      King’s College Hospital NHS Foundation Trust

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