Telephone De-escalation Techniques

This course provides an introduction to effective telephone de-escalation techniques. Participants will learn how to recognise signs of escalating tension and respond in a professional and calming manner. Through practical activities and discussions, participants will gain insight into their own communication style, develop active listening skills, and be equipped with knowledge and tools to help defuse difficult conversations. This course will provide an opportunity for participants to practice and develop their telephone de-escalation skills so that they can confidently manage challenging calls in the future.

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    Key learning outcomes

    • Understand the dynamics of a heated call and how to manage it in a professional manner
    • Develop skills to assess the caller’s emotional state and emotional needs
    • Learn techniques to defuse an agitated caller
    • Understand how to redirect negative energy and manage hostile behavior
    • Develop strategies to assess an unfamiliar situation and make meaningful decisions
    • Enhance communication skills by using language that reflects empathy, calm and understanding
    • Practice active listening to assess the caller’s needs
    • Utilise communication strategies to de-escalate a caller and establish mutually beneficial solutions
    • Develop appropriate strategies when a caller becomes too vocal or aggressive

    Course Description

    Target Audience:
    The course can be tailored for handling incoming or outgoing calls (or both)

    This course is available as a 1-day course or a truncated half day course.

    This course can be delivered both in-person or virtually. For virtual delivery, we can use our virtual platforms or your organisations.

    Group Size:
    We recommend a group size of 4-10 people.

    cta course

    Australia-wide training courses and workshops

    At Preferred Training Networks, we provide both in-person and online training programs for a wide range of organisations across Australia. Our Telephone De-escalation Techniques is run by experienced, qualified experts and tailored to the needs of your business and your employees. Our leadership and management education courses are designed to help your team thrive and develop valuable skills that can transform your workplace.

    With programs available in Sydney, Canberra, Melbourne, Perth, Adelaide, Brisbane and other areas of Australia, we’re able to help businesses across the country create lasting behavioural change and provide them with the tools they need to reach new heights. If you think your business would benefit from Telephone De-escalation Techniques and the help of our professional coaching network, take the first step and contact our team today. Wherever you are in Australia, our coaching program can either come to your organisation or we organise a venue for your convenience. Find out what our training, workshops and skills courses can do for your business and reap the benefits for years to come.

    Get your free online quote right now or give us a call on 1300 323 752 to find out more about Preferred Training Networks and discuss your requirements with us.

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    We offer a wide range of professional development courses for various needs. Avail our courses to enhance professional skills and efficiency. Please fill the following form to get an instant quote and know more about our professional development pricing structure.

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