Managing Difficult Phone Calls
Christina 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.
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 ObjectivesUpon 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