A Trusted Learning and Development Advisor
A Trusted Learning and Development Advisor
Telephone De-Escalating Skills Training Course requests have boomed since the early 2020s. Fewer people are marching to the main foyer to air their grievances. And some organisations now have pretty much abandoned the complaints handling foyer. But now organisations are reporting a boom in abusive telephone complaints. Threats of self harm are spiralling too.
The tailored approach works exceptionally well. We’ll tailor the course to the types of calls that your people receive. Using affinity diagrams, we’ll cluster the types of call and then have proactive phone strategies in place.
This course will provide an opportunity for participants to practice and develop their telephone de-escalation skills so that they can confidently manage challenging calls in the future.
| Module | Topics | Key Learning Outcomes |
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| Module 1: Professional Telephone Communication | What is Exceptional Service Over the Phone? |
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| Understanding Caller Cues and Needs |
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| Building a Positive Telephone Image |
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| Module 2: Mastering Effective Telephone Communication | Avoiding Miscommunication and Recording Information Accurately |
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| Managing Calls Efficiently and Professionally |
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| Handling Challenging and Difficult Behaviours |
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| Module 3: Using Effective Communication to De-escalate Calls | The Power of Positive Vocabulary and Tone |
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| Encouraging Calm and Building Rapport |
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| Module 4: De-Escalation Techniques for Difficult Callers | Applying Structured De-Escalation Techniques |
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| Guiding the Conversation to a Resolution |
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Target Audience: The course can be tailored for handling incoming or outgoing calls (or both)
Duration: This course is available as a 1-day course or a truncated half day course.
Delivery: This course can be delivered both in-person or virtually. For virtual delivery, we can use our virtual platforms or your organisations.
Group Size: We recommend a group size of 4–10 people.
