Dealing with Aggression on the Phone
Course Type
Private
: | This outline is available as a private course. Please contact us to arrange this course at a venue and date of your choice. |
Private courses can be held at your site or one of our training venues, and can be customised to fit your requirements.
You can choose to have a private course based on an existing outline or you can choose the most applicable lessons from a number of different outlines and consolidate them into one course.
We can also write bespoke courses to fit your specific requirements, whether you require training on a standard application or a bespoke inhouse system.
Please contact us to discuss this further on 0191 377 8377.
You can choose to have a private course based on an existing outline or you can choose the most applicable lessons from a number of different outlines and consolidate them into one course.
We can also write bespoke courses to fit your specific requirements, whether you require training on a standard application or a bespoke inhouse system.
Please contact us to discuss this further on 0191 377 8377.
Prerequisites
- No previous knowledge is required.
Objectives
- This highly interactive course will give delegates the opportunity to identify what is unacceptable behaviour on the phone. It will allow them to develop their skills to deal with difficult or aggressive behaviour.
- Delegates will have the opportunity to examine the phases of aggressive behaviour and develop an approach to remain in control.
- Delegates will be able to identify triggers which may provoke an incident; understand the tactics for dealing with the situation and methods to deal with the aftermath.
Delegates will be able to:
Course Content
Causes of Aggression
- What makes people difficult?
What makes people aggressive?
Customer Expectations
- Their needs, personalities and predispositions
Their personal situations
The circumstances
Echoing the Issue
- Echoing the issue not the emotion
Controlling the tone of your voice
Don't become defensive
Evaluate Your Options
- The win/win approach
Probe for options
Maintaining control
It's not what you say...
Don't make them feel stupid
Keeping the end in sight
How to Deal with your own Anger and Emotions
- Our emotion triggers
Blowing off steam without venting it on people
Understanding what's really bugging you
Experiencing your feelings without acting them out
Expressing yourself without accusation, sarcasm or hostility
Listening to Your Customers
- Paradigm shifts
The principles of listening
Barriers to listening
Responding to the Situation
- Responding instantly
When appropriate, own up
Following up
Sympathising and Thanking your Customer
The Really Unreasonable Customer
- The time vampires, the sexual harasser, the bully, the foul mouth, etc
Recognising the type and how to deal with them:
Training Options
- Private course at your company office throughout the UK, at one of our training venues (Durham, Newcastle or Washington) or at an independent location, convenient to you
- Bespoke course written to your specific needs, at your company office throughout the UK, at our training venue or at an independent location, convenient to you
- For further information please contact us on 0191 377 8377
What's Included
- Relaxed refreshment area at our training venues
- Lunch and refreshments when training is delivered at our training venue
- Comprehensive course manual and exercises
How to deal with aggression on the Phone. Training courses in North East England, Durham, Washington and Newcastle teaching how to deal with aggression on the telephone
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