CMS Training - Managing Conflict and Personal Safety

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Managing Telephone Aggression PDF Print E-mail

This course supports the development of key skills for managing telephone aggression by use of effective communication, defusing and resolution strategies.

Duration: 1 Day

Cost: £95.00 + VAT per person.  £595.00+ VAT fully inclusive delivered in-house to a group of up to 16 delegates.

Location: At venues around the UK or delivered at any other suitable venue of your choice.

Target Group:The course is aimed at managers, supervisors and all other staff in direct telephone contact with customers & service users in situations with potential for conflict, including those working in:tel agg

  • Call Centres
  • Customer Service Desks
  • Social Services
  • Housing Support & Homecare Teams
  • Benefits Officers
  • Emergency Duty Teams
  • Environmental Health
  • Licensing
  • Parking Control
  • Property Services
  • Community Workers

Outline of the Training Modules:

Background & Effects of Aggressive Call Handling

A module designed to provide staff with an understanding of the stress factors present in aggressive call handling and the effect on the individual. Also examines the background to the aggressive caller phenomenon.

  • A brief history of telephone aggression
  • Stress effects of aggressive call handling

Understanding Telephone Aggression

This module gives delegates an understanding of the causes of aggressive and challenging behaviour and enables them to identify the early physical and emotional stages of aggression in order to deploy de-escalation strategies.

  • The emotional & rational brain response
  • Triggers of aggressive behaviour?
  • Inhibitors to aggression
  • Key aggression theories – Fight or Flight
  • Non-visual physiological indicators to aggression

Defusing & Resolving Conflict on the Telephone:

Delegates will look at the communication dynamic and explore the six key elements of defusing conflict.  They will also learn a simple four stage resolution model.

  • DEFUSE – the six key elements for defusing conflict
  • Dynamics of Telephone Communication
  • Physical, Emotional and Cultural blocks to telephone communications
  • Resolving Conflict – the L.E.F.T approach

Law & Policy on Aggression in the Workplace:

This module brings delegates up to date in relation to the law and their own organisation’s policies and practices on work related conflict.

  • Health & Safety Executive guidelines on Work Related Violence (WRV)
  • HSE & Local Authority guidance for call centres (HELA)
  • Organisation policy on aggressive callers
  • Correct procedures in dealing with incidents of telephone aggression
  • Post incident welfare

Scenario Based Simulation:

A module designed to allow delegates to apply the models covered in the course in a safe and supportive environment, using specialised telephony equipment with plenary relays and recording facilities.  Delegates can choose from a range of scenarios within a local authority setting or from external settings.

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