Telephone and Digital Conflict Training

Resolving Phone Conflict Training for the Health & Social Care Sector.

Healthcare professionals frequently engage in challenging phone conversations with patients, families, and service users. This course provides the skills to manage distress, provide reassurance, and resolve conflicts while maintaining a compassionate approach.

Our training provides Health & Social Care staff with essential coping strategies to manage the stress and challenges of handling difficult or distressed phone calls and digital communications.

Suggested attendees.

Ideal for healthcare and social care staff who handle difficult calls from patients, relatives, or external agencies, ensuring conversations remain productive and solutions-focused.

  • Receptionists & Front Desk Staff – Manage patient queries and complaints professionally.
  • Community & Social Care Workers – Communicate with vulnerable individuals and families.
  • Medical Secretaries & Admin Teams – Handle high-pressure calls with sensitivity.
  • Mental Health & Crisis Support Teams – Provide calm and effective support over the phone.

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.

 

Training for Companies & Larger Groups.

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

Training for Individuals & Single Learners.

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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