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Managing Difficult Telephone Conversations
1-Day course
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Context
Conflict Management Training is essential
for people who communicate predominantly via the
telephone. This 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. Our Managing Difficult
Telephone Conversations
training recognises the important
differences between face-to-face interactions and the
limited sensory environment that communicating on the
telephone presents.
Target audience/roles
Call centre staff, reception staff,
switchboard personnel, customer service agents, customer
complaint departments, enforcement officers, benefits
and housing sections.
Blue Concept Training programmes focus on
developing the skills to manage real life situations.
Our experience is that participants are looking for
effective tools and proven responses to deal with the
common situations that they face every day. During the
training we will look for what you already do that
already works and make it better.
Key
skills that participants will learn:
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How
to manage aggressive and hostile callers
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How
to structure the call in order to remain in control
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Staggeringly effective technique to remain calm
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How
to create empathy and rapport
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Positive resolution of all calls
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Session |
Knowledge |
Benefit |
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Communication medium |
The challenges this presents and why |
Reduce barriers to communication |
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Best practice for inbound calls |
Step-by-step process that works |
Review existing practice |
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Customer behaviour reasons |
Understand the drivers |
Develop appropriate response |
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BC dynamic circle ™ |
Flexible options model |
Creative solutions |
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Catch up stream |
The bigger picture |
Avoid escalation |
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Identify the ‘Bait’ |
Notice the triggers |
Proactive methodology |
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Strategies to respond |
Explore a range of strategies |
Answers at fingertips |
|
Recognise state |
Acknowledge the customers’ state |
De-escalation of conflict |
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BC assertion model ™ |
How to verbalise your needs |
Direct communication |
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Working within standards |
Understand expectations and application |
Consistent approach |
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Language Patterns |
Language skills to defuse |
Calm negotiation |
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Voice control |
How to use good tonality |
Empathy and lead customer |
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Fear control |
How to remain calm at all times |
Stay calm & in control |
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Dealing with the verbal bully |
Why and how to effectively respond |
Remain in control |
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Call debrief |
Stress management |
Focus on the good aspects |
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Incident reporting |
Corporate & personal responsibility |
Manage customer expectations |
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Practical application |
Real-life strategies |
Take away solutions |
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Future development |
Options to increase personal skills |
Accelerate learning |
Training venues
We hand pick all our training venues
for the high standard of facilities and corporate hosting. We
understand the importance of the training environment. Refreshments
and a light lunch is included.
Schedule
All courses run 9.30am to 4.30pm
Fees
£250.00 + VAT
(Contact us for special rates when
booking two or more delegates)
How to book your place
4 easy ways to
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