Handling Difficult Telephone Conversations
£395.00 Plus VAT
Face To Face Delivery Virtual Delivery One To One Coaching Closed Group Course Public Course
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.
How to Book
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Who Should Attend
Any member of staff who regularly uses a telephone to converse with customers.
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
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.
These follow up coaching sessions help support your colleagues to embed their learning during their skills transfer period. Applying new skills and changing behaviour takes effort and practice. After attending a training course many colleagues will find they need support through this transition. EQV can provide that support with follow up coaching sessions to help embed the learning.
Embedding coaching sessions can be delivered in 90 minute and half day durations. The facilitator will work with the group to capture feedback about challenges and how to overcome them ensuring success going forward.
Having a formal embedding coaching session will not only increase the success of the skills transfer period but helps create a platform of motivation, inclusivity and commitment within the group.