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

All telephone staff including call centre teams and customer liaison staff.

This Transport Resolving Telephone Conflict training course is aimed at all staff including:

  • Reception staff
  • Help desk teams
  • Call centre teams
  • Customer Services

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 via Remote Learning Remote Learning more info

    We listen to our clients

    Merseyrail has been working for IKON for almost ten years. IKON has developed programmes around conflict resolution and Travelsafe. Their delivery methods, adaptability, professionalism and knowledge in this area has allowed us to achieve our lowest passenger accident rate ever.

    Daniel Dale,
    Competency Training Manager, Merseyrail

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