Managing Difficult Situations on the Telephone

Description

This course is designed to help delegates reduce resistance and potential conflict when they are talking to people on the telephone. Delegates will learn how they can use these situations to their advantage to develop their relationship with a customer and control situations in order to achieve a positive outcome whilst on the phone.

What you will learn


Understand the causes of difficult behaviour
Learn how not to take things personally
Understand different personalities types
How to avoid getting into an argument
Handle and defuse verbal aggression
Develop ways to deal with difficult people
Understand different types of behaviour
Understand verbal and non verbal behaviour and its impact
Develop assertiveness to reach a win-win situation
Things you do not do when using the phone

 

Further information

Cosensa Learning and Development
Provider:
Cosensa Learning and Development
Duration:
1 Day
Price:
£345 (ex VAT)
Availability:
Scheduled dates
Course type:
Classroom
Locations:
Aberdeen, Belfast, Birmingham, Edinburgh, Glasgow, Inverness, Leeds, London, Manchester, Newcastle upon Tyne, Stirling

Contact Information

Cosensa Learning and Development

Adelaide House
1 Falcon Road
Belfast
BT12 6SJ

Credentials

Locations