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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.
What people say
“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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