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DTSTART;VALUE=DATE:20260324
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SUMMARY:Managing Difficult Phone Calls
DESCRIPTION: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. \n\n\n\n\n\n\n\n\n\nLearning Objectives\nUpon completion\, participants should be able to: \n\nApply effective listening skills to enhance understanding\nSupport emotionally heightened clients over the phone\nProblem-solve with clients for best outcomes\nDemonstrate a plan for delivering bad news\n\n\n\nMethod of Delivery\nPresentation\, video\, experiential practice\, personal reflection\, delivered electronically. \n\n\n\n\n\nSome of the Topics Included\n\nThe Complexity of Phone Communication\nQualities of a Skilled Communicator\nKey Skills for the Phone – Tone\, Volume\, and Inflection\nCommunication Style Test\nPractical Tips for Calming the Distressed Person\nIdentifying and Prioritizing Issues Raised\nDelivering Bad News\nEffective Notetaking\nPolitely Ending the Conversation\n\n\n\nTarget Audience\nThis is an introductory-intermediate level workshop. \n\n\nTerms & Conditions\nView our cancellation policy and other information regarding your live virtual workshop or for your in-person workshop. \nThis is a live virtual event\, please check your system requirements prior to registering. \n\n\n\n\n\n\n\n\n\n\n\nTrainer: Christina Reimer\nChristina has a diverse background as a leadership trainer\, director and team building and conflict resolution facilitator. With a PhD in religion\, she teaches university courses on ethics\, the world’s major religions\, and other topics. Christina has travelled extensively and worked internationally for non-profit organizations that focus on peace-building and community development. She values workplaces that promote diversity and equity and strive to resolve corporate and interpersonal conflict in productive ways. She believes that communicating well is one of the keys to creating healthy working environments. Christina has an enthusiastic and engaging presentation style and uses storytelling and humour to make workshops interesting as well as informative.
URL:https://lsnl.ca/event/managing-difficult-phone-calls-9/
LOCATION:Online
CATEGORIES:Continuing Professional Development
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