On behalf of the management of WesTrac, I would like to thank you and your team for the valuable assistance given to us in determining the content and facilitating the cultural integration sessions that took place as a result of a new business acquisition. We have had a lot of positive feedback from both the management of WesTrac and the newly acquired employees
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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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 |
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Module 1: Professional Telephone Communication | What is Exceptional Service Over the Phone? |
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Understanding Caller Cues and Needs |
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Building a Positive Telephone Image |
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Module 2: Mastering Effective Telephone Communication | Avoiding Miscommunication and Recording Information Accurately |
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Managing Calls Efficiently and Professionally |
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Handling Challenging and Difficult Behaviours |
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Module 3: Using Effective Communication to De-escalate Calls | The Power of Positive Vocabulary and Tone |
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Encouraging Calm and Building Rapport |
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Module 4: De-Escalation Techniques for Difficult Callers | Applying Structured De-Escalation Techniques |
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Guiding the Conversation to a Resolution |
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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.
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-Escalating Skills Training Course 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-Escalating Skills Training Course 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.