Employees who experience conflict both on the telephone and face to face. participants
who need a mix of skills and strategies to manage people using both forms of communication/environments.
This course covers managing conflict face to face and on the telephone. The telephone
section includes how to set the scene, the body of the call and the call close. Participants
will learn how to gain control of the call and deliver positive outcomes. The face
to face section delivers conflict management skills that can be applied to both mediums.
The course also includes additional strategies that are specific to face to face
“I will remain calm when challenged” Chris Carter - Administrator
“Our staff are now better equipped to deal with the onslaught of calls that we expect
in April” Janice Layland – Contact Centre
“I found the mix of content both useful and refreshing. I now know which strategies
to use in each situation and why.” Fiona Kendal - Travel Agent