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

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.

Tailored Telephone De-Escalating Skills Workshop Outline

ModuleTopicsKey Learning Outcomes
Module 1: Professional Telephone CommunicationWhat 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 CommunicationAvoiding 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 CallsThe 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 CallersApplying 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.
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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.

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