COURSE OUTLINE
Resolving Telephone & Digital Conflict Training.
Develop the skills to handle difficult conversations with confidence in our Resolving Telephone & Digital 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 or online, 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 SOLUTIONS
Training that fits your people, your goals and reinforces long-term impactful learning.
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.
Training for Companies & Larger Groups.
Build confident teams with training tailored to your organisation. Flexible delivery, practical learning and lasting impact that creates safer workplaces.
Training for Individuals & Single Learners.
Learn your way with expert-led Open Courses, live online training and flexible E-Learning designed to build confidence and fit around your life.
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 & DIGITAL CONFLICT TRAINING
To enquire about Telephone & Digital Conflict Training, please get in touch.
Invest in your team’s development and empower them to handle challenging situations with confidence. Our Telephone & 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]