Health & Social Care
 
Managing Challenging Calls for Contact Centre Staff
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>>AIM
Participants will have the opportunity to discuss appropriate, professional approaches to managing the telephone conversations which are the most challenging.

>>OBJECTIVES
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

>>DURATION
3 ½ hours

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

>>DESIGNED FOR
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