Telephone De-Escalating Skills Training Course

Telephone De-Escalating Skills Training Course requests have boomed since the early 2020s. Fewer people are marching to the main foyer to air their grievances. And some organisations now have pretty much abandoned the complaints handling foyer. But now organisations are reporting a boom in abusive telephone complaints. Threats of self harm are spiralling too.

Tailored Phone De-Escalation Skills Training Courses

The tailored approach works exceptionally well. We’ll tailor the course to the types of calls that your people receive. Using affinity diagrams, we’ll cluster the types of call and then have proactive phone strategies in place.

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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What Our Previous Participants Think About The Telephone De-Escalating Skills Training Course

Key Learning Outcomes

Understand the dynamics of a heated call and how to manage it professionally
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 behaviour
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

Module	Topics	Key Learning Outcomes
Module 1: Professional Telephone Communication	What is Exceptional Service Over the Phone?	Understanding the importance of first impressions in phone interactions Learning how to communicate professionalism and confidence Using structured approaches to meet caller needs effectively
	Understanding Caller Cues and Needs	Deciphering verbal and non-verbal cues during phone interactions Recognising tone and word choice to assess caller emotions Managing caller expectations through proactive communication
	Building a Positive Telephone Image	Applying professional communication standards Understanding the impact of voice tone on caller perceptions Using positive language to create a reassuring phone experience
Module 2: Mastering Effective Telephone Communication	Avoiding Miscommunication and Recording Information Accurately	Understanding common miscommunication pitfalls Developing skills to clarify and verify information Ensuring accurate documentation for follow-up actions
	Managing Calls Efficiently and Professionally	Balancing efficiency with customer satisfaction Applying active listening techniques to reduce misunderstandings Addressing privacy and confidentiality concerns effectively
	Handling Challenging and Difficult Behaviours	Identifying common triggers of difficult caller behaviours Recognising frustration points and mitigating caller stress 6 De-escalation techniques Managing expectations to avoid escalations
Module 3: Using Effective Communication to De-escalate Calls	The Power of Positive Vocabulary and Tone	Understanding the impact of word choice on conflict resolution Adjusting tone and inflection to promote calm interactions Practicing the Four E’s method to enhance caller engagement
	Encouraging Calm and Building Rapport	Using strategic language to maintain control and reassure callers Recognising the role of empathy in conflict resolution Applying active listening techniques to demonstrate understanding
Module 4: De-Escalation Techniques for Difficult Callers	Applying Structured De-Escalation Techniques	Using the Agreement Frame to validate concerns and reduce resistance Practicing the Feel-Felt-Found method to acknowledge emotions Implementing ‘I Statements’ to maintain a non-confrontational approach
	Guiding the Conversation to a Resolution	Moving the conversation forward while maintaining caller engagement Encouraging cooperation by framing responses strategically Ending the call professionally to leave a positive final impression

Telephone De-Escalating Skills In-House Program Details

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

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

Delivery: 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.

The course was very informative and it presented exceptionally well!

Kelvin Muchiri

Really found inspiration and hope in what Michelle provided

Rhonda Rees

Amazing course! Engaging, fun and learnt so much. Thank you always.

Kate Bartlett

Tom was a fabulous trainer very knowledgeable and able to provide practical real life examples and tools that will prove extremely useful.

Vicki Hutchinson

Best every course

Yonas Masrsha Tesfaye

Dr Marny Lishman crated an amazing space that not only was open, safe and caring, but gave insight into many different aspects of resilience. She apprieciated different perspectives and opened discussions that were supported and wise. The presentation was targeted and had the perfect balance of knowledge and reflection. I would encourage this workshop for any team, especially those preparing of have gone through organisational change!

Ethan Calleja

Did this course in a session at Professional Services Review Training .Very helpful especially in my work in Public Health .Lots of useful ‘tips and tricks ‘

Nedra Vanden Driesen

Telephone De-Escalating Skills Training Course

Tailored Phone De-Escalation Skills Training Courses