This course will provide you with the knowledge and confidence to work effectively on the telephone including feeling confident with aggressive calls.
This course is aimed at all staff in direct telephone contact with customers and service users with potential for conflict.
"Even though my role has not changed, the dynamics have, .. I find that clients can be more demanding and want it now more than ever before. I can't thank Patrick enough for helping me to realise that with some tweaking, I can be more in control of a difficult telephone call. How can learning be so much fun? I had a great day - thank you." Feedback from a recent delegate
Please note that, if you are a member of ASC staff, you should firstly consider the very similar course entitled Managing Conflict and Aggression, which is intended specifically for you. Details of that course can be found by searching the Adult Social Care channel.
This highly participative workshop covers:
"This course was one of the best I have attended, the topic was difficult but it was approached in a fun yet sensible way so we all took away really useful skills."
"Patrick was a fab teacher .... he has helped me to have more confidence ... I hope I have the pleasure of being trained by him again."
Comments from recent delegates
Parking around St. Mary's House is scarce due to limited parking.