This online workshop is intended to provide staff with the knowledge and skills to effectively respond to telephone calls from service users where the potential for conflict exists. Such situations may include incidents where service users use abusive or aggressive language, or in extreme cases resort to threats. The focus of the course will be on strategies to manage the call and the effective use of defusing & resolving techniques.
As a result of attending, participants will:
• List the key areas of telephone contact that increase caller aggression
• Explain how the fight/flight response operates in telecommunications
• Explain and give examples of triggers and inhibitors to aggression
• Describe a simple model of two way communication
• List the common types of physical and emotional blocks to communication
• Recognise submissive, assertive or aggressive behaviour
• Outline the challenges for defusing conflict on the telephone
• Give examples of active listening techniques
• Give examples of empathetic statements that can be used to defuse aggression
• Demonstrate an effective method of defusing conflict on the telephone
• Explain the four stages of the resolution model for telephone complaints
The provider for this session is an external trainer. Once your place has been confirmed look out for invitation to join the session.
Accept the invitation (and be sure to check your spam folder as well in case it has slipped into that) and the session will automatically drop into your Outlook calendar.
Delegates' email addresses as registered on the portal will be provided to the trainer for the purpose of conducting this training only.
Delegates should ensure that their work (not personal) email addresses are recorded - check and update as necessary through 'My Profile and Bookings/Change Contact Details'.
It is expected that this training will be delivered through Microsoft Teams.
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