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Handling Difficult Calls

Learn how to master difficult phone interactions with confidence and professionalism.

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Handling Difficult Calls

Course Overview

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, emotional or unreasonable caller and negotiate a satisfactory outcome via practical examples, videos and role plays. The practical techniques presented can be implemented within any industry.

What You'll Learn

  • Understanding the caller’s issue clearly
  • How to apply the LAST model effectively
  • The impact of voice, tone, and language
  • Techniques to allow them to express frustration professionally
  • Using the PACK model to manage challenging conversations
  • Developing assertiveness and negotiating with confidence
  • Strengthening active listening and questioning skills
  • Managing and controlling your emotions under pressure
  • Presenting solutions in a clear and positive manner
  • Offering choices and focusing on what you can do
  • Closing the call professionally and confidently

What's Covered

  • Techniques for opening a call with confidence
  • Structuring and guiding the conversation to stay in control
  • Staying objective while remaining firm and professional
  • Communicating difficult messages with confidence
  • Listening actively and asking the right questions
  • Using language that builds trust and demonstrates empathy
  • Strategies for being assertive when needed
  • Managing emotionally charged situations professionally
  • Using tone and positive language to influence outcomes
  • Avoiding negative, defensive, or blaming language
  • Applying the LASER model to stay focused
  • Closing the call in a positive way
  • Building resilience and managing stress
  • Skills practice, key take aways and action plan

Format & Inclusions

Our training programs are engaging and reflective of current best practice in the subject matter delivered. All of our sessions are practical with lots of individual and group activities, skills practice, role plays and a personal action plan.

We have activities and small group work throughout the session so participants are actively engaged which makes the learning transfer easier. Participants also receive individual attention from our expert facilitator who will gauge the pre-knowledge of the group, so they are able to target the content to their needs.

In addition to the workshop, participants undertake a pre-course survey (to determine individual needs), receive a Certificate of Attendance, free access to our online toolkit and follow-up email boosters.

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In-house Training Enquiry

If you require training to be designed from scratch - We Can Help! We can design learning solutions and programs that are dynamic, relevant and practical. We use best practical methodologies to suit your requirements and to ensure that the right message is being transferred to the audience.

We are highly experienced in designing all types of programs and we will work with you to reach a solution that suits your needs and budget. Our custom design services are designed to support improved business performance and to assist you in receiving the best outcome and return on investment on your project.

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In-house Training