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

Course Content

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

 

 

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.'