

Time & Location
17 Feb 2025, 9:00 am – 19 Feb 2025, 12:00 pm
Google Teams
About the event
This is a customised training and coaching focusing on phone de-escalation and dispute resolution skills. Each session will run for half a day over the course of 3 days . Phone de-escalation and dispute resolution training is designed to equip individuals with the necessary skills to calmly and effectively handle challenging phone calls and resolve conflicts in a professional manner.
The training typically covers techniques for managing emotions and remaining calm under pressure, active listening skills to better understand the caller's concerns, strategies for defusing tense situations, and positioning statements to assert boundaries and maintain control of the conversation.
Participants may also learn how to effectively communicate with difficult or upset callers, and how to find common ground or potential solutions to disputes. Role-playing exercises and real-life scenarios may be incorporated into the training to provide practical experience and reinforce learning.
Overall, this type of training aims to enhance customer…