Education & Further Learning sector

Resolving Telephone Conflict Training for the Education Sector.

Handling difficult conversations over the phone is a vital skill for education professionals, whether dealing with concerned parents, students, or external stakeholders. This course helps staff communicate confidently, de-escalate tense calls, and maintain professionalism in challenging situations.

Our training provides learners in the education and further learning methods to manage challenges of difficult or distressed phone calls and digital communication.

Suggested attendees.

Designed for education professionals who frequently engage with parents, students, or external partners over the phone, this course ensures that difficult conversations remain productive and positive.

  • School & College Administrators – Manage complaints and sensitive issues with confidence.
  • Pastoral & Safeguarding Teams – Support students and families through challenging discussions.
  • Admissions & Student Services Staff – Handle inquiries and disputes professionally.
  • Teaching Staff & SEN Co-ordinators – Communicate effectively with parents and external agencies.

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.

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2

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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.

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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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