Resolving Telephone Conflict

Course outline

Teaches your people how to manage and defuse difficult phone conversations. Delegates will learn coping strategies for use during and after an aggressive call. Used effectively, our training will allow conversations to progress more productively.

Suggested attendees

This NHS Resolving Telephone Conflict training course is aimed at all staff throughout the NHS including:

  • Patient Advice and Liaison Service (PALS) operators
  • Reception staff
  • Help desk teams
  • Call centre teams

Course content

Recognising telephone conflict

  • Policy definitions
  • Causes of challenging calls

Communication

  • Components
  • Breakdowns
  • Positive body language
  • Customer service

Models to manage conflict

  • Betari’s Box – how attitude affects behaviour
  • LEAPS – listening model to defuse
  • Five Step Appeal to manage and end calls when required

Incident reporting and support

  • Documentation and systems
  • Post-incident procedures
  • Options for support

By the end of this course your team will be able to:

  • Recognise telephone conflict 
  • Start a call positively
  • Implement strategies to manage a challenging call
  • Report incidents effectively

At the end of this course your team will receive:

  • A certificate of attendance
  • Receive a course workbook
  • Access to a dedicated delegate resource area
Duration 3.5 Hours
Delegates 16 Max

How to book:

Call us: 01473 927 333

info@ikontraining.co.uk

Please complete this form and we will respond to your enquiry.

    Delivery Methods

    Classroom
    Learning

    We can deliver this course in a classroom environment 

     

    E-Learning

    We will be able to deliver this course via our E-Learning option in the near future, watch this space

     

    Remote
    Learning

    This course can be delivered remotely Remote Learning more info

    We listen to our clients

    Since introducing the managing challenging behaviour course for clinical staff, the response has been overwhelmingly positive.  Many, including matrons and senior sisters, say that it is the best training they have done in a long time and that it should be mandatory for clinical staff.

    Mark Dunnett
    Trust Security Advisor (LSMS)
    Dartford & Gravesham NHS Trust

    More