Training / Event Details

training

Telephone Skills Conflict Resolution

Telephone

Outline

By the end of the course delegates will be able to:


  • Identify what constitutes a difficult, challenging, abusive or aggressive telephone call.

  • Give examples of communication models which could be used to de-escalate conflict situations on the telephone.

  • Describe appropriate ways to respond to difficulty, abusive and challenging telephone calls.

Description

Identify what constitutes a difficult, challenging, abusive or aggressive telephone call.

  • Give examples of communication models which could be used to de-escalate conflict situations on the telephone.

  • Describe appropriate ways to respond to difficulty, abusive and challenging telephone calls.

Outcomes

You will be more confident with conflict calls

Booking Information

We have a 10 working day cancellation policy
If you need to cancel this booking please email us at thedevelopmentteam@southend.gov.uk as soon as possible.

We require a minimum of 10 working days cancellation notice or your department will be school charged the full cost.

If you are/were unable to attend due to illness we require an email from your School.

Audience

Anyone who uses the Telephone on a regular basis

23 Apr 2018 09:30 - 12:30

Closing date: 19/04/2018
(requires login)
Learning-on-Sea (CPD Opportunities)
Contact Provider

Date and Time

23 Apr 2018 09:30 - 12:30

Venue

The Tickfield Centre (EVOLUTION / Evolution Room), Tickfield Avenue, Southend-on-Sea, Essex, SS2 6LL

Trainer

Maggie Deer IKON