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 conflict management training on the telephone 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:

4How to structure the call in order to remain in control
4Staggeringly effective technique to remain calm
4How to demonstrate empathy and build rapport
4How to manage aggressive and hostile callers
4Crucial language skills
4Positive resolution of all calls

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

Request course information