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View Details

Telephone Skills Including Managing Aggression

East Sussex Training & Development Centre (St Mary's House), St Mary's House, St Leonard's Road
Admin Contact
Corporate Training Mail Box (
Target Audience
All users
target audience
Course Types
Course categories
Practical Skills and Self Development
Course description

This course will provide you with the knowledge and confidence to work effectively on the telephone including feeling confident with aggressive calls.



Training objectives

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.



Learning outcomes

This highly participative workshop covers:

  • principles of communication

  • core skills for handling telephone calls

  • understanding telephone aggression

  • diffusing and resolving conflict on the telephone

  • law and policy on aggression in the workplace

  • you will also have the opportunity to put learning into practice through scenario based call simulation.



Additional Information

"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


Please note:

Parking around St. Mary's House is scarce due to limited parking.


Start Date
Tuesday 19 November 2019
End Date
Tuesday 19 November 2019
Closing Date
Monday 18 November 2019
09:30 - 16:30
Maximum Places
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Number of Sessions