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
  • 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.

Contact us:

    We listen to our clients

    • Fantastic course, really helpful, the trainers had so much experience in this field, they could answer and queries we had. Really enjoyed it, thank you.

      Course delegate,
      Suffolk County Council

    • Great trainer, humorous, attentive, knowledgeable, great pace. Learnt a lot. Good to refresh sections after each task. Practical was excellent too. Very, very good indeed!

      Plymouth City Council

      View all

      Let’s talk 01473 927 333

      Please select sector
      Education & Further Learning Training Facilities, Retail & Leisure Health & Social Care Local Authority & Housing NHS Transport