Managing difficult situations on the telephone
Sponsored links
Course Objectives:
This course is designed to help delegates reduce resistance and potential conflict when they are talking to people on the telephone. Delegates will learn how they can use these situations to their advantage to develop their relationship with a customer and control situations in order to achieve a positive outcome whilst on the phone.
Contents:
By the end of the session delegates will be able to:
Understand the causes of difficult behaviour
Learn how not to take things personally
Understand different personalities types
How to avoid getting into an argument
Handle and defuse verbal aggression
Develop ways to deal with difficult people
Understand different types of behaviour
Understand verbal and non verbal behavior and its impact
Develop assertiveness to reach a win win situation
Things you do not do when using the phone
| Delivery: |
|
| Regions: |
|
| Category: |
Further Details
Who should attend:
This course will be of particular value to managers, supervisors, customer service staff, front line and call centre staff.
Course benefits:
All our training programmes are delivered in a positive manner and in risk free environments. We actively encourage delegates to practice the skills needed to maximise the learning experience and we use a number of training methods including role-play, video, audio, workshops and group exercises to enhance the learning process.
This Training Course is taught in classrooms in the following locations:
Belfast
Information provided is for information purposes only and no guarantees are made with regards to accuracy. It is advised that all details are checked prior to making a booking. Contents © 1999 - 2012. All rights reserved.
