NHS Training

Resolving Phone Conflict Training for the NHS.

Handling difficult phone calls is a key part of working in healthcare. This course equips NHS staff with the confidence to communicate clearly, manage distress, and resolve conflicts with patients, relatives, and colleagues over the phone.

Our training equips NHS staff with valuable coping strategies to manage the stress and challenges of difficult or distressed phone calls and digital communication.

Suggested attendees.

Anyone in the NHS who communicates with patients, families, or other healthcare professionals over the phone will benefit from learning how to handle difficult calls effectively.

Reception & Appointment Booking Staff – Manage patient frustrations and complaints with professionalism.
GP & Hospital Administration Teams – Handle high-pressure calls from patients and families.
Clinical & Community Healthcare Teams – Communicate effectively with service users over the phone.
Emergency & Crisis Support Teams – Provide calm and clear information during stressful situations.

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.

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

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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.

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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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