Dealing with difficult telephone conversations December 2024

18 December 2024 1:00pm–3:30pm

This two hour course is delivered via Zoom and is aimed at members tackling difficult conversations or topics, or who may often have service users who are aggressive or angry on the telephone. Learn how to communicate effectively over the telephone and how to de-escalate challenging callers.

On completion of this Dealing with Difficult Telephone Conversations course you will be able to:

  • Understand how to appropriately and effectively respond to anger and aggression
  • Identify how to effectively plan for managing angry and aggressive people over the telephone
  • Utilise strategies to diffuse and calm anxious and aggressive callers
  • Remain calm and composed to ensure the most positive outcome
  • Recognise that the way you respond to a caller will impact on their response to you
  • Use a range of coping strategies to use during and after an aggressive phone call

This course will be delivered online via Zoom on Wednesday 18th December from 1pm – 3.30pm. To apply for a place please complete and submit the form below.

Dealing with difficult telephone conversations December 2024

  • If you don't know your membership number please tell us your home postcode so we can find it for you.
  • We will use this information to check your UNISON membership and to send you information about attendance. If we are able to offer you a place on your chosen course then you will receive an email from us with further information.

  • UNISON Learning & Organising Equality Monitoring Form

  • This section of the form is entirely voluntary; however your co-operation would be appreciated. UNISON gathers this information so that participation in education and training can be monitored. This allows us to identify where there are areas of underrepresentation and work with our colleagues in the wider union to address any barriers to equal access.
  • We appreciate that some of the categories below are limited, but within these constraints, please give the answer most applicable to you.
  • This information will be used to update your UNISON membership records and will be treated in the strictest confidence.

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