LOCAL AUTHORITY & HOUSING TRAINING

Resolving Phone Conflict Training for Local Authority & Housing.

Council and housing staff often handle emotionally charged phone calls from tenants, residents, and service users. This training provides essential skills to remain calm, communicate effectively, and de-escalate difficult conversations.

Our training provides Local Authority and Housing staff with effective coping strategies to manage the stress and challenges of handling difficult or distressed phone calls and digital communications.

Suggested attendees.

This course is ideal for local government and housing professionals who manage public inquiries, disputes, or sensitive conversations over the phone, ensuring conversations remain productive and solutions-focused.

  • Housing Officers – Resolve tenant concerns and disputes with professionalism.
  • Customer Service & Call Centre Teams – Manage complaints and difficult inquiries calmly.
  • Social & Community Support Workers – Communicate effectively with vulnerable individuals.
  • Benefits & Council Tax Teams – De-escalate conflict while providing clear information.

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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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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