Resolving Telephone Conflict Training - Facilities, Retail & Leisure Sectors
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
All telephone staff including call centre teams and customer liaison staff.
This Facilities, Retail & Leisure Telephone Resolution training course is aimed at all staff including:
- All new employees
- Call Centre Staff
- Customer Liaison Staff
Course content
Recognising telephone conflict
- Policy definitions
- Causes of challenging calls
- Positive body language
- Customer service principles
- Self-awareness in difficult situations
Communication models and de-escalation
- Attitude and behaviour model
- Managing difficult and distressed conversations
- Listening model to defuse
- Structured model 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
- Access to a dedicated delegate resource area via IKON Academy
-
Duration 3.5 hours
-
Delegates 16 Max
Delivery methods
IKON Live,
live online training
Our effective remote communications training enables your people to get the training they need wherever they are, with a dedicated live IKON trainer.
Face-to-face
training
Many of our courses, especially those with physical skills, can be delivered in a face-to-face in-person training environment, either at your venue or ours.
Train the
trainer
IKON’s train the trainer service enables your team to deliver empowering motivational and insightful training that builds confidence and trust with their colleagues.
Other facilities, retail & leisure courses
- Breakaway Training
- Conflict Resolution Training
- Conflict Resolution & Personal Safety Training
- Lone Worker Training
- Managing Challenging Behaviour – Practical Training
- Managing Challenging Behaviour – Theory Training
- Security Teams Managing Violence & Aggression Training
Facilities, Retail & Leisure prospectus
Download facilities, retail & leisure prospectusContact us:
We listen to our clients
We have been working with IKON since 2018 and have never had any issues or complaints. The team always speaks highly of the training managers. The training received helps the team deliver on some difficult, challenging situations. One of the team's main roles is to keep people safe, whether nurses, patients, or visitors. The training provided helps the security team achieve that.
Yameem Choudhry, Head of Operations, Security South
Just wanted to ping over some validation following the recent de-escalation training held in London, we had a couple of unpleasant incidents take place in Oxford Street over the weekend and the way the team dealt with it at the moment was honestly faultless!
There was no confusion or lack of confidence, a Supervisor approached the challenging individuals and calmly asked them to leave the store, afterwards the whole team checked in with each other and it didn't impact the day whatsoever.
Manager, Health and Safety Team