Telephone Training

In brief

  • Course title: Telephone Training Course
  • Certified Yes
  • Participant’s Comments:

Who should attend

Employees who communicate predominantly on the telephone and would benefit from learning some of the industries ‘cutting edge’ strategies to defuse and de-escalate telephone conflict.

Course description:

Telephone Training – Skills for Managing Difficult Calls

Our Conflict Management Telephone Training recognises the important differences between face-to-face interactions and this limited sensory environment that communicating on the telephone presents.

Key Skills that participants will learn:

  1. How to structure the call and most importantly remain in control
  2. Staggeringly effective technique to remain calm
  3. How to demonstrate empathy and build rapport
  4. How to manage aggressive and hostile callers
  5. Crucial language skills
  6. Positive resolution of all calls

This Telephone Training will develop the skills of your staff, the techniques that they will learn will enhance customer care while maintaining the professional branding of your organisation.

Blue Concept Training will work with you to develop a course that fits your requirements and therefore focus on the areas of your current call management that you wish to improve.

 Skills for Managing Difficult Calls


The aim of this course is to learn how to manage Conflict on the Telephone, how to remain in control and achieve positive call outcomes.

Key Learning points

  • How to manage aggressive and hostile callers
  • Structure the call in order to remain in control
  • Manage difficult Callers
  • De-escalate angry callers
  • Create empathy and rapport
  • Build positive resolution of all calls

Working closely with our clients, Blue Concept Training will fully embrace all your performance procedures and policies relating to abuse, call management and call directing. The training can encompass the ethos of any existing mystery caller, benchmarking criteria and standards. The Telephone Training Course will focus on the areas of your current call management that you wish to improve and the needs of the participants.

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