Resolving Telephone Conflict Training - Local Authority & Housing Sector
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 Local Authority & Housing Resolving Telephone Conflict training course is aimed at all staff including:
- All new employees
- Call Centre Teams
- Customer Liaison Teams
- Reception Staff
- Help Desk Teams
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
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 local authority & housing courses
- Breakaway Training
- Conflict Resolution Training
- Conflict Resolution & Personal Safety Training
- Lone Worker Training
- Managing Challenging Behaviour – Practical Training
- Managing Challenging Behaviour – Theory Training
- Safety Pod - Children's Services Training
- Safety Pod Refresher - Children's Services Training