Telephone De-escalation Training
- Learn how to manage difficult, distressed or aggressive callers professionally and effectively.
- Build confidence in using voice, tone and language to reduce tension and achieve positive outcomes.
Course Content
What will you learn?
Understanding Telephone Conflict
Explore why conflict over the phone differs from face-to-face interactions and the challenges this creates.
Recognising Escalation
Learn to identify triggers of frustration, signs of increasing tension and the emotions behind a caller’s behaviour.
Voice and Language Techniques
Develop skills in tone, pace, pitch, pausing and language that help reduce conflict and build rapport.
Structured Call Handling
Follow a clear framework for managing difficult conversations, setting boundaries and moving towards resolution.
What are the benefits?
Greater Confidence on Difficult Calls
Respond professionally and calmly even when faced with challenging callers.
Improved Customer Experience
Reduce conflict while improving communication and outcomes.
Enhanced Staff Wellbeing
Equip staff with practical techniques that minimise stress and emotional impact.
Learning Outcomes
Knowledge and Understanding
Learners will gain a clear understanding of the key principles, legislation, and best practices from the course.
Skills and Application
Learners will be able to apply their knowledge confidently and appropriately within their workplace, promoting safe, effective, and person-centred practice.
Accreditation and Compliance
All learners will receive a Certificate of Completion, with all courses designed to meet or exceed CQC and OFSTED training requirements.
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