Solutions
» Conflict
Telephone Rage – dealing with difficult
callers
Difficult or abusive callers require
skilled handling and this course is designed to enable administration
and support staff to respond positively and effectively by developing
a structured approach. Helping the caller in a supportive, professional
way, projecting a favourable image of the organisation and looking
after personal well-being is the theme of this enlightening
day. Telephone staff are also helped to protect themselves from
the effects of verbal abuse.
Objectives
- Understand
why ‘phone rage’ is on the increase
- Recognise
the physical and emotional effects on staff
- Remain
in control under pressure on the phone or face to face
- Defuse
or de-escalate angry calls and discussions
- Communicate
effectively with colleagues and the public
- Terminate
aggressive interactions more safely
- Remain professional even when
under personal attack
- Adopt a proactive stance to managing stress
- Respond to conflict with more confidence
Contents
The emotional patterns that cause
stress
Anticipating difficult behaviour, spotting the common triggers
Appropriate responses
Setting boundaries and goals
Strategies for avoiding confrontation
Preventing calls from degenerating
Maintaining a professional manner
Balanced communication - the ‘facts & feelings recipe’
The ‘soft command’ and other verbal techniques
Protecting yourself from angry or rude callers
Liability issues (acknowledging, not necessarily agreeing)
Where to use ‘sorry’
Defusing and calming techniques
When the situation is ‘out of control’
Creating a win/win situation
The self audit and emotional hygiene techniques
Building and protecting self-esteem
...and an e-mail enquiry
line in case of questions later. We encourage the active participation
of all delegates in exercises, questions and discussions.
“It’s great to have
this guidance…”
“Now I know how to deal with those angry calls.”
“I feel validated and refreshed… thanks for the
great ideas.”
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