Course description
Conflict Management For Telephone Call Centers - E-Learning
Learn Vistelar’s non-escalation, de-escalation, crisis intervention, and personal protection methodologies that addresses how to:
- Provide better customer service
- Predict, prevent and mitigate conflict
- Avert verbal and physical attacks
- De-escalate resistance, anger and abuse
- Control crisis and aggression
- Write up, review, and explain intervention decisions
By developing in-depth knowledge of Vistelars conflict management methodologies, gain these benefits:
- Physical Safety: improved threat assessment and physical assault avoidance
- Organizational Safety: better job performance, morale, and collaboration
- Legal Safety: less risk of personal liability and looking bad on YouTube
- Emotional Safety: improved relationships, self-confidence, and life quality
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Upcoming start dates
Who should attend?
Employees, supervisors, and managers working in in-bound and/or out-bound call centers
Training content
- Engage in a way to not cause conflict or unnecessarily escalate situations (non-escalation)
- Confidently and professionally deal with questioning, anger, and verbal abuse
- Participate in difficult conversations and mediate positive outcomes
- Effectively de-escalate conflict and remain safe in crisis situations
- Persuade others to cooperate
- Know what to do and how to do it when resistance or aggression results in physical engagement
- End an interaction in a better place than where it started
- Look good on camera no matter where an interaction ends up
- If necessary, articulate a defense for taking appropriate action
Costs
$47.00 per student
Why choose Vistelar, LLC?
30+ years of experience in conflict management training
Hundreds of thousands throughout the world trained
Trusted by clients across 14 diverse market sectors
Contact this provider
Vistelar, LLC
Vistelar is a training and consulting institute focused on addressing the entire spectrum of human conflict — from before contact to how conflict is managed. We serve contact professionals who interact directly with the general public or an organization’s clients...