Handling difficult interactions on the phone is a challenging task, especially if the caller is in a heightened state of emotion. For many, the ability to navigate difficult phone conversations with respect and professionalism is an essential workplace skill. This workshop is designed to provide practical strategies for dealing with clients and customers over the phone who are in a heightened emotional state. Participants will learn over-the-phone techniques for de-escalating anger, resolving conflict, and communicating effectively.
Upon completion, participants should be able to:
Presentation, video, experiential practice, personal reflection, delivered electronically.
*Please allow only the registered individual(s) to view the materials.
Note: An e-manual for this workshop is included in purchase.
This is an introductory-intermediate level workshop.
View our cancellation policy and other information regarding your live virtual workshop or for your in-person workshop.
The fees above are for a live event and do not include any copyright or licensing fees for creating recordings or reproductions of the workshop. Participants may not use AI tools or other technology to capture, transcribe, or replicate facilitator content without prior written consent. Exceptions may be granted for accessibility purposes—please contact us in advance to discuss accommodations.
This is a live virtual event, please check your system requirements prior to registering.
Participants will receive the Zoom meeting login details and information about viewing the live virtual workshop by email 3-4 calendar days prior to the date of the event.
Please note, payment is required in order to receive the login details.