Dealing with Difficult Telephone Calls

25 September 2026 9:30am–12:30pm

Online via Zoom

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This online course delivered by a specialist conflict management tutor from 2resolve is delivered via Zoom and is aimed at all members who need to make telephone calls at work and may often be faced with tackling difficult conversations or topics over the telephone, or who may have phone calls with people who are aggressive or angry while on a call.

On completion of this Dealing with difficult telephone conversations course you will be able to:
· Understand how to respond to anger and aggression appropriately and effectively while on a call.
· Identify how to effectively plan for managing angry and aggressive people while on a call
· 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 call

Attendees should expect to fully participate in this session involving up to 30 people. If possible, you should have your camera on and interact with the tutor and other attendees via your mic and the group chat.

To apply for a place on this session, please complete and submit the following form:

Dealing with Difficult Telephone Calls September 2026

  • 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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