Handling Challenging Calls
A practical six-hour course on handling challenging calls — minimise the risk of escalation, recognise triggers and respond confidently to five types of challenging caller.
Audience
This six-hour course is open to anyone who handles telephone calls, including:
Pe-requisites
No prior experience is required — this course is open to anyone who handles calls in their role.
Duration
6 hoursDelivery Method
Face to face or VirtualWhat Is a Challenging Call?
Identify the calls you find most difficult.Positive Telephone Skills
Plan, prepare and build rapport at the start.Behaviour and Triggers
What lies behind challenging behaviour.The Abusive Caller
Defuse anger and set limits.The Persistent Caller
Handle repeated questions and refusal to listen.The Talkative Caller
Balance empathy with call control.The Expert
Manage callers who think they know more.The Emotional Caller
Empathy, underlying issues and crisis response.Practice Sessions and Action Planning
Live practice and applying the skills at work.
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How to be Assertive
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