COURSE OUTLINE
Resolving Telephone Conflict Training.
Develop the skills to handle difficult conversations with confidence in our Resolving Phone Conflict Training. This course equips professionals with effective communication techniques, active listening skills, and de-escalation strategies to manage challenging calls professionally and calmly.
Suggested attendees.
This course is ideal for anyone who communicates with customers, clients, or the public over the phone, especially in high-pressure or service-focused environments. It ensures staff can de-escalate tense conversations, maintain professionalism, and resolve issues efficiently.
- Customer Service Representatives – Manage complaints and difficult conversations effectively.
- Receptionists & Call Handlers – Remain calm under pressure when dealing with callers.
- Sales & Support Teams – Enhance communication skills for handling objections and resolving disputes.
- Helpline & Emergency Response Staff – Communicate clearly and provide reassurance in urgent situations.
- Care & Support Workers – Manage distressing calls with empathy while setting safe boundaries.
- Customer Service Workers – Professionally handle escalated phone interactions to prevent conflict.
- Healthcare Staff – Calmly navigate difficult conversations with patients, families, or the public.
- Education Professionals – Manage challenging calls from parents or stakeholders with confidence.
- Public Transport Staff – Handle passenger complaints and threats over the phone safely.
- Security & Events Staff – De-escalate hostile phone interactions to protect staff and visitors.
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.
Training Methods
We provide a flexible approach when delivering our training.
Whether you require in-person face-to-face training or a more comprehensive online support and resource solution, we provide a variety of different delivery methods to ensure you can access the right training for you and your organisation.
In-Person 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.
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.
Affiliate Trainer Programme.
IKON’s train the trainer service enables your team to deliver accredited and valuable training that builds confidence and trust with their colleagues.
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]