Handling Difficult Calls

In this workshop participants will be provided with the skills required to handle difficult phone calls effectively and professionally. Participants will learn how to diffuse and influence an angry or unreasonable client and negotiate a satisfactory outcome via practical examples, videos and role plays. The practical techniques presented can be implemented within any industry.

Learning Outcomes

  • Understanding the client’s problem
  • What is the LAST model and how to use it effectively
  • The impact of voice, tone and language
  • How to allow a client to vent their frustration
  • Using the PACK model
  • How to be more assertive and negotiate effectively
  • Active listening and questioning skills
  • Controlling your emotions and stress relief tips
  • How to present solutions in a positive way
  • Give clients choice and focus on what you can do

What Will Be Covered?

  • How to structure and control a call
  • Remain objective during the call
  • Deliver bad news confidently
  • Questioning techniques and keys to effective listening
  • Use empathy appropriately
  • Dealing with complaints and responding to difficult people
  • Being assertive when needed
  • Confidently manage difficult situations
  • Avoid using deflating words, blaming or justifying
  • Use the LASER model to maintain focus and composure
  • End the call on a positive note and following through
  • Stress management strategies
  • Skills practice
  • Key take aways and Personal Action Plan


Our training programs are practical with lots of interaction and discussion between the participants. During this one-day workshop participants will have the opportunity to ask questions and are encouraged to develop and work on individual action plans in a consultative and controlled environment.


A pre program questionnaire which is designed to assist you in receiving the best outcome and return on investment from your training. There is only a short amount of time to transfer the message so Sarden Learning will try to gain an insight into your company's background, processes, issues and culture so we are able to deliver an outstanding service for you.

Training Investment Price Quotes

Our quotes are completely inclusive, meaning our firm quote includes:
  • All needs assessment discussions
  • All training development
  • All training customization
  • All training materials
  • Training delivery
  • All travel related costs and expenses
  • You receive one invoice when the training is completed. No surprises.


Let us know how we can help you - tell us what you are interested in!

1300 783 987