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Provided by: Arcadia Alive Ltd Handling Conflict on the PhoneCall Center Training |
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Training
Provided by Arcadia Alive Ltd
This course benefits individuals and teams who have to respond to 'external' or 'internal' customers over the phone. It equips participants with the understanding and ability to manage conflict and difficult situations on the phone.
This is a practical course, participants learn through a range of training approaches including short demonstrations, skills practice, reflection and discussion. PowerPoint is used minimally!
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Handling Conflict on the Phone
What is conflict?
It is useful to define exactly what constitutes conflict on the telephone. What are its limits and where do you draw the line, call in assistance or terminate the call?
Types, causes and symptoms of conflict
Participants focus on what causes conflict for their customers. Also they consider what factors during a telephone conversation may escalate or decrease the risk of conflict.
The use of power in conflict
The use and perception of power can be a major source of conflict. It's crucial to understand how people use power in conflict situations to influence the outcome.
Personal preferences for dealing with conflict
Each of us has a personal preference in the way we deal with conflict (and react to it). It is essential to be aware of how our reaction influences the caller's response. This is the first step in gaining control of the call.
Do's and Don'ts during telephone conversations
Often the words and phrases participants view as helpful can be quite the opposite. Developing rapport with the caller takes real skill and a great attention to detail.
Conflict Management Strategies
Participants develop a repertoire of skills to:
- Control one's own naturally surfacing emotions and reactions
- Recognise the signs of conflict escalation before the caller 'blows'
- Use their voice, words, phrases and appropriate empathy skills to reduce conflict
- Prevent the negative impact of angry or upset callers from 'polluting' other calls (major benefit to staff's well-being and staff retention)
- Recording incidents
It is important, particularly if dealing with high levels of conflict, to record incidents. Recording of incidents is good practice and assists staff to learn from experience.
Debriefing
The long term impact of conflict on staff well-being can be substantial unless its impact is handled effectively. Participants learn and practise some debriefing skills.
Pulling everything together
Participants review the skills practised during the day. They also have an opportunity to reflect on how these skills could now be sharpened and maintained. They leave with their own scheduled plan focused on implementing the telephone skills learned.
It is useful to define exactly what constitutes conflict on the telephone. What are its limits and where do you draw the line, call in assistance or terminate the call?
Types, causes and symptoms of conflict
Participants focus on what causes conflict for their customers. Also they consider what factors during a telephone conversation may escalate or decrease the risk of conflict.
The use of power in conflict
The use and perception of power can be a major source of conflict. It's crucial to understand how people use power in conflict situations to influence the outcome.
Personal preferences for dealing with conflict
Each of us has a personal preference in the way we deal with conflict (and react to it). It is essential to be aware of how our reaction influences the caller's response. This is the first step in gaining control of the call.
Do's and Don'ts during telephone conversations
Often the words and phrases participants view as helpful can be quite the opposite. Developing rapport with the caller takes real skill and a great attention to detail.
Conflict Management Strategies
Participants develop a repertoire of skills to:
- Control one's own naturally surfacing emotions and reactions
- Recognise the signs of conflict escalation before the caller 'blows'
- Use their voice, words, phrases and appropriate empathy skills to reduce conflict
- Prevent the negative impact of angry or upset callers from 'polluting' other calls (major benefit to staff's well-being and staff retention)
- Recording incidents
It is important, particularly if dealing with high levels of conflict, to record incidents. Recording of incidents is good practice and assists staff to learn from experience.
Debriefing
The long term impact of conflict on staff well-being can be substantial unless its impact is handled effectively. Participants learn and practise some debriefing skills.
Pulling everything together
Participants review the skills practised during the day. They also have an opportunity to reflect on how these skills could now be sharpened and maintained. They leave with their own scheduled plan focused on implementing the telephone skills learned.
About The Training Provider: Arcadia Alive Ltd
Arcadia Alive Ltd - We provide UK-wide in-house courses for conflict prevention, management and de-escalation in the workplace, including:
- Conflict Management Skills
- Personal Safety
- Lone Worker Safety
- Handling Conflict on the Phone.
We will travel to any place in the UK and our daily rates are affordable and all-inclusive. Please enquire with us for a price quotation.
