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.
All telephone staff including call centre teams and customer liaison staff.
This Transport Resolving Telephone Conflict training course is aimed at all staﬀ including:
- Reception staff
- Help desk teams
- Call centre teams
- Customer Services
Recognising telephone conflict
- Policy definitions
- Causes of challenging calls
- Positive body language
- Customer service
Models to manage conflict
- Betari’s Box –how attitude affects behaviour
- LEAPS – listening model to defuse
- Five Step Appeal 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
- Receive a course workbook
- Access to a dedicated delegate resource area
Our effective remote communications training enables your people to get the training they need wherever they are, with a dedicated live IKON trainer.
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.
IKON’s train the trainer service enables your team to deliver empowering motivational and insightful training that builds confidence and trust with their colleagues.
We listen to our clients
Merseyrail has been working for IKON for almost ten years. IKON has developed programmes around conflict resolution and Travelsafe. Their delivery methods, adaptability, professionalism and knowledge in this area has allowed us to achieve our lowest passenger accident rate ever.
The course was great fun and very informative, would highly recommend.