Telephone & Face to Face Conflict
- Course title: Telephone and Face to Face Conflict Course
- Certified Yes
“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
“I will remain calm when challenged” Chris Carter - Administrator
Who should attend
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.
Telephone and Face to Face Conflict Course
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 conflict.