Health & Social Care
Managing Challenging Calls for Contact Centre Staff

Participants will have the opportunity to discuss appropriate, professional approaches to managing the telephone conversations which are the most challenging.

By the end of the course, participants will be able to:

  • Distinguish between emergency/non-emergency situations and appropriate responses
  • Recognise personal triggers in conflict situations
  • Discuss personal coping strategies
  • Discuss assertive management strategies
  • Explain the 5 “D”s of managing conflict
  • Discuss the relevance and use of professional boundaries
  • Describe how they would apply professional approaches/techniques identified during the course to practice based scenarios
  • Identify the issues when reporting/recording interactions

3 ½ hours

This course should be run for groups of up to 16.

Contact centre staff and managers

The contents of this course will incorporate issues of equal opportunities and anti-oppressive practice to assist participants in understanding and challenging all forms of discrimination.


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Managing Challenging Calls