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Managing Difficult Phone Calls

$20.00 Or MEMBER PLAN (Starting at $12.99 a month/viewer)

Trainer: Christina Reimer

# of Viewers

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 webinar 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.

Learning Objectives

Upon completion of this webinar participants should be able to
  • List effective listening skills to enhance understanding
  • Describe the steps to emotionally heightened clients over the phone
  • Understand how problem-solving is used with clients for best outcomes

Target Audience

This is an introductory-intermediate level webinar intended for anyone interested in learning more about this topic.

Method of Delivery

Presentation, video, demonstration, experiential practice, personal reflection, and small group discussions, delivered electronically.

Completing Webinar

Upon viewing the entire webinar, you will be prompted to take a test over the content, and then you will receive a participation certificate. An evaluation form will be available to complete after submitting the posttest.

Continuing Education

While associations and licensing bodies accept ACHIEVE workshops for continuing education credits, questions about approval should be directed to the specific association or licensing body for which you are requesting the credits.