Facilities Retail & Leisure Sector

Telephone and Digital Conflict Training for the Facilities Retail & Leisure Sector.

From handling customer complaints to responding to difficult service requests, effective phone communication is essential in customer-facing industries. This training ensures staff can remain calm, professional, and solution-focused when dealing with challenging calls.

Our training gives professionals effective strategies to manage challenging phone calls and other digital communication. Tailored for the facilities, retail, and leisure sector, these technique sallow your staff to navigate conversations more effectively and improve the level of customer service provided.

Suggested attendees.

Anyone working in customer service, contact centres, security, or frontline support roles will benefit from learning how to defuse difficult conversations over the phone and provide excellent service under pressure.

  • Customer Service Representatives – Manage complaints and difficult conversations effectively.
  • Security & Concierge Teams – Handle tense phone interactions with professionalism.
  • Retail & Leisure Managers – Support staff in conflict resolution and customer care.
  • Reservations & Bookings Teams – Communicate clearly and de-escalate issues with customers.

Course duration

3.5 Hours

Course learners

16 Per Course

Course content.

Click through our process slider to learn what to expect and what you will gain when taking this course.

1

2

3

4

5

Part 1:

Recognising telephone and digital conflict.

  • Understand organisational policy definitions.
  • Identify causes of conflict.
  • Use positive body language.
  • Apply customer service principles.
  • Enhance self-awareness in challenging situations.

Part 2:

Communication models and de-escalation.

  • Use the attitude and behaviour model.
  • Review example call recordings.
  • Apply a listening model to defuse.
  • Manage difficult and distressed conversations.
  • Use a structured model to manage and end communication effectively.

Part 3:

Incident reporting and support.

  • Organisational documentation and reporting system.
  • Post-incident procedures.
  • The options for support.

Part 4:

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

  • Recognise telephone and digital conflict.
  • Start a conversation positively.
  • Implement strategies to manage challenging conversations.
  • Report incidents effectively.

Part 5:

At the end of this course your team will receive:

  • A certificate of attendance.
  • Access to IKON Academy digital online resource area.

Training SOLUTIONS

Training that fits your people, your goals and reinforces long-term impactful learning.

 

Whether you’re developing a whole team, supporting an individual learner, or looking for a complete learning ecosystem, IKON provides flexible solutions designed to build confidence, develop practical skills and create lasting impact.

 

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Build confident teams with training tailored to your organisation. Flexible delivery, practical learning and lasting impact that creates safer workplaces.

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Learn your way with expert-led Open Courses, live online training and flexible E-Learning designed to build confidence and fit around your life.

Explore the IKON Academy.

Learning doesn’t stop when the course ends. The IKON Academy reinforces skills, supports CPD and keeps learning active whenever it’s needed.

TELEPHONE AND DIGITAL CONFLICT TRAINING

To enquire about telephone and digital conflict training, please get in touch.

Invest in your team’s development and empower them to handle challenging situations with confidence. Our telephone and digital conflict training equips your staff with the essential skills to navigate conflicts effectively, reduce stress, and create a more positive workplace culture.

Call us on 01473 927 333

or email [email protected]

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