Training Course OVERVIEW
About Resolving Telephone & Digital Conflict Training - Coming Soon.
Challenging conversations can happen over the phone or online, from complaints and disagreements to situations where someone becomes frustrated, distressed or confrontational. Without face-to-face interaction, your choice of words, tone and listening skills become even more important in helping to reduce tension and manage difficult conversations. Our self-paced Resolving Telephone & Digital Conflict e-learning course gives you practical knowledge and techniques you can apply in real workplace situations. Through realistic scenarios, interactive learning and decision-making activities, you'll explore what causes conflict, how communication influences behaviour and how to respond when conversations become difficult. You'll learn practical IKON approaches that can help you: Complete the course online at your own pace within your access period, with your progress saved as you learn.
GET STARTED
Start your Resolving Telephone & Digital Conflict Training - Coming Soon
Choose the learning option below to purchase access and begin your course.
WHAT TO EXPECT
Training is the event. Learning is the journey.
Here’s what to expect before you begin, while you learn and after you complete your course.
Before your course.
Purchase your course and access your IKON Academy account to begin learning online.
Your learning will be ready when you are, so you can start at a time that suits you and return throughout your access period.
During your course.
Explore challenging calls and digital interactions through realistic scenarios, interactive activities and practical learning at your own pace. Build confidence using IKON communication and de-escalation techniques.
After your course.
Once you've completed the required learning and assessment, your certificate will be available through your IKON Academy account.
You'll also retain access to supporting resources to help reinforce your learning.
Who is this course for?
Our Resolving Telephone & Digital Conflict e-learning course is designed for anyone who handles challenging conversations over the phone or through digital communication channels.
It is suitable across a wide range of roles and sectors, including customer service, healthcare, reception, administration and support services.
This course is particularly valuable if you want to:
- Build confidence handling difficult calls.
- Recognise the causes and signs of conflict.
- Communicate clearly and professionally under pressure.
- Develop active listening and de-escalation skills.
- Manage challenging or distressed callers.
- Understand when to end conversations or seek support.
No previous conflict resolution training is required.
What you will learn.
By the end of the course, you will be able to:
- Recognise telephone and digital conflict and its causes.
- Explain how tone, language and behaviour influence conversations.
- Describe effective listening and communication techniques.
- Apply IKON approaches to realistic challenging interactions.
- Identify ways to manage distress and reduce tension.
- Recognise when to end conversations or seek support.
- Understand incident reporting and post-incident procedures.
Already learning with IKON?
Log in to your IKON Academy account to access your learning, manage your details, view your upcoming and completed training, and download your attendance certificates.
