21 February 2023 10:00am–12:30pm
This ½ day online course delivered by a specialist tutor via Microsoft Teams is aimed at local government workers who regularly use the telephone for work and may often be faced with 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 Calls 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 Teams on Tuesday 21st February, 10am – 12.30 pm. To apply for a place please complete and submit the form below.
(If you are not a local government worker and believe that this course would be of benefit to you in your role then please complete the application form and select the option that states – ‘I am not a local government workers but am very interested in this training’)