This workshop is intended to provide staff with the knowledge and skills to effectively respond to telephone calls from customers where the potential for conflict exists. Such situations may include incidents where service users use abusive or aggressive language, or in extreme cases resort to threats. The focus of the course will be on strategies to manage the call and the effective use of defusing & resolving techniques.
Each course is tailored to the needs of individual clients, but most course will include the following elements:
Core Skills in telephone call management
Understanding and overcoming barriers to telephone communications