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Conflict Resolution

Telephone

Professional Training Only

Specialising in what is called Rapid Prime Decision (RPD) Making Processes. Training your staff in techniques for fast action under duress and stress.

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Program Outline

Professional Training

Conflict Resolution - Telephone Interactions training is taught to staff or personnel that deal with behaviours of concern in a call centre or telephone customer service role environment.

This training will teach your staff how to deal with anger and verbal aggression from customers, how to negotiate and deescalate and when a call needs to be redirected or terminated.

We cover
  • Understanding anger and aggression.
  • Dealing with your fear & adrenaline.
  • Understanding verbal cues.
  • Dealing with verbally belligerent and non-compliant individuals.
  • Verbal cue analysis.
  • Negotiation strategies.
  • The 7 steps to the resolution process.
  • *Role play scenarios.
  • *Role play scenarios are in the 4-Hour advanced package only)

    Instructor/Facilitator
    All training is run by a qualified instructor.
    Diploma of Security & Risk Management.
    Certificate IV in Training & Assessment.
    Qualified Crisis Negotiator.
    Diploma of Professional Counselling.
    Diploma in Modern Applied Psychology.

    Training Options