resolving telephone conflict Training

Resolving Phone Conflict Training for the Transport Sector.

Transport and public service professionals often manage challenging phone conversations with passengers, customers, and the public. This training provides essential skills to communicate professionally, de-escalate conflicts, and resolve issues over the phone.

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

Suggested attendees.

Anyone working in transport, customer service, or public-facing roles will benefit from learning how to handle difficult phone interactions effectively and confidently.

Customer Service & Complaints Teams – Manage disputes and customer concerns calmly.
Station & Transport Hub Staff – Communicate clearly with passengers in stressful situations.
Ticketing & Revenue Protection Officers – Handle difficult fare disputes over the phone.
Public Sector Helpline Teams – Provide clear and supportive responses to public inquiries.

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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