Handling Difficult Telephone Conversations

Course Duration is 1 Day

£425.00 Plus VAT (per person)

Have more than 2 delegates? Talk to us about our closed group courses.

Delivery Method

Open Public Courses – Virtual Delivery Only  Closed Group Courses – Face To Face and Virtual Delivery

Business Benefit

Telephones play a huge part in communication, both internally and externally for any organisation. They also play a big part in the image people form about an organisation. Handling difficult telephone conversations in a positive and professional way is an essential skill.

Who Should Attend

Any member of staff who regularly uses a telephone to converse with customers.

Learning Outcomes

Demonstrate telephone competence and confidence
Understand the do’s and don’ts of taking and making calls
Demonstrate the skills of dealing with difficult conversations
Create a personal implementation plan

Course Content

Anatomy of a telephone complaint: the difference in emotion from a face-to-face situation, and the tendency for the telephone to contribute towards increased hostility.
Experiencing the immediacy of a difficult caller and how to deal with the first few seconds.
Ignoring the hostility, but listening to the caller – being quiet but letting the caller know you are still with them.
Understanding empathy and depth- empathy, and how to apply them.
Diffusing-techniques using transactional analysis and assertiveness.
Finding practical solutions and ensuring the caller feels valued.
Ending the call and follow-up.
Evaluating the substance behind the call and entering this into an incident-log.

How to Book

Dates below represent open public courses only. To book this course, please select an available date and click the book now button below to complete the booking. Have two or more people to train – you may consider a closed group course. Contact us on [email protected] to discuss specific date and delivery requirements.


Measuring The Success


The purpose of your training is learning new skills and/or changing behaviour. We can help you measure this!

To evaluate how successfully the attendees are doing this, delegates can attend a Workplace Implementation session during the skills transfer period. The cost of the session is £595+VAT delivered virtually and lasts for 2.5 hours.

During the Workplace Implementation session the individuals will either on a 1-2-1 basis or as a group discuss the challenges and successes they have experienced during their skills transfer period.
This will include what they are doing differently as a direct result of the training and how this has positively impacted the organisation.
This is an excellent way to encourage the learning, support the skills transfer into the workplace and act as a measure to evaluate the training.

We compile this information into a report so that you have evidence of your return on investment.