Handling Challenging Calls

Gain essential skills in managing challenging calls with our 6-hour workshop. Build confidence to handle difficult phone conversations effectively. Identify triggers, defuse anger, and respond to diverse caller behaviors.

  • Audience

    This course will develop a structured approach to managing challenging calls and will help build your skills and confidence to manage these telephone calls to achieve better outcomes.


    No pre-requisites required


    6 hours

    Delivery Method

    Face to face or Virtual
  • Course Objectives

    By the end of this one-day course, participants will be able to:

    • Define what constitutes a challenging call
    • Identify steps to minimize the risk of calls becoming challenging
    • Recognize triggers and underlying reasons for challenging behavior on the phone
    • List five types of challenging caller behavior and respond effectively
    • Plan strategies for managing challenging calls in the future

    Course Outline

    • Defining Challenging Calls: Exercise to define different types of challenging calls and identify the most difficult ones.
    • Positive Telephone Skills: Techniques to minimize the risk of challenging calls by planning, preparing, and adopting a positive mindset, including building rapport at the start of the call.
    • Understanding Behavior: Exploring different types of caller behavior and their motivations.
    • Triggers for Challenging Behavior: Identifying factors that provoke challenging behavior during phone interactions.
    • Five Types of Challenging Calls:
      • The Abusive Caller: Strategies for defusing anger and establishing boundaries.
      • The Persistent Caller: Dealing with individuals who repeat questions or issues.
      • The Talkative Caller: Balancing empathy with call efficiency to manage length.
      • The Expert Caller: Responding to individuals who believe they know more.
      • The Emotional Caller: Showing empathy, addressing underlying issues, and handling sensitive topics like suicide or self-harm.
    • Practice Sessions: Role-playing scenarios to practice handling challenging calls effectively.
    • Action Planning: Developing strategies for applying learned skills in workplace settings.