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Managing Difficult Phone Calls

ACHIEVE Centre for Leadership Inc.
Training overview
Corporate / Group Training
1 day
From 41.99 CAD
Start dates
Online
259 CAD
10/28/2021

Online
41.99 CAD
11/26/2021

Canada
Contact the provider for details

United States of America
Contact the provider for details
Managing Difficult Phone Calls

Course description

Managing Difficult Phone Calls

Handling difficult interactions on the phone is a challenging task, especially if the caller is in a heightened state of emotion. For many, the ability to navigate difficult phone conversations with respect and professionalism is an essential workplace skill. This workshop is designed to provide practical strategies for dealing with clients and customers over the phone who are in a heightened emotional state. Participants will learn over-the-phone techniques for de-escalating anger, resolving conflict, and communicating effectively.

Who should attend?

Target Audience

This is an introductory-intermediate level workshop.

Training content

Some of the Topics Reviewed

  • The Complexity of Phone Communication
  • Qualities of a Skilled Communicator
  • Key Skills for the Phone – Tone, Volume, and Inflection
  • Communication Style Test
  • Practical Tips for Calming the Distressed Person
  • Identifying and Prioritizing Issues Raised
  • Delivering Bad News
  • Effective Notetaking
  • Politely Ending the Conversation

Course delivery details

Method of Delivery

Presentation, video, case study examples, experiential practice, personal reflection, and small group discussions.

Certification / Credits

Learning Objectives

At the end of this workshop, participants should be able to:

  • Apply effective listening skills to enhance understanding
  • Support emotionally heightened clients over the phone
  • Problem-solve with clients for best outcomes
  • Demonstrate a plan for delivering bad news

About ACHIEVE

ACHIEVE Centre for Leadership Inc. 

ACHIEVE’s mission is to inspire learning and improve lives. We envision a world where everyone likes where they work. A trusted provider of professional development training since 2008, ACHIEVE Centre for Leadership offers quality training and resources on the topics...


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ACHIEVE Centre for Leadership Inc.


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