Managing Difficult Situations – Call Management Skills

Course Description

The focus of this course is assisting in managing difficult telephone conversations with stakeholders The training i designed to enhance the existing people skills of the participants. It will help them to deal with customers and stakeholders in a helpful and constructive way. Adoption of the areas addressed in the course will present the participants as competent in their roles and capable of maintaining their composure in difficult situations.
1 Day
Contact us for pricing
 

Course Overview

This training will focus on:
Communication strategies to deal with or manage difficult situations
Your contribution to difficult situations
De-escalation techniques to calm situations
Body Language and tone of voice
Working within the scope of any relevant customer or stakeholder charter guidelines
Note taking and recording incidents
Role-playing - based on scenarios provided by participants

Preparing for potentially difficult situations

Creating a checklist
Understanding your work style
Opening the conversation

Telephone Skills

Effective call handling techniques:

Managing expectations
Effective questioning techniques
Effective communication
Active listening techniques
Identifying the take home message

Difficult situations

Defusing - Steps and processes
Diverse situations
Assertive Statements

Evaluate the call from the customer or stakeholder’s perspective

Using language to relate to the stakeholder or customer
What are barriers?
Dynamics of satisfaction and compliance

Conducting the call

How your expectations change the outcome of the call
The self-fulfilling prophecy
It is not what you say it is how you say it
Separating the process from the outcome
Ending the call

Reviewing your call

Documenting the events
Reviewing what went well or poorly
Follow- up
Customer ServiceCustomer Service TrainingHuman resources trainingCommunications SkillsManaging difficult situationsConflict resolution