LIVE VIRTUAL Managing Difficult Phone Calls
Oct 01, 2020 (9:00 AM - 4:00 PM Central Time)
Trainer: Christina Reimer
Price: $219.00 CAD (*early rate) $249.00 CAD (regular rate) + tax
*early rate expires September 10, 2020
This is a live virtual event using Zoom, an online meeting platform. Please check system requirements prior to registering.
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.
Some of the Topics Included
- The Complexity of Phone Communication
- Qualities of a Skilled Communicator
- Key Skills for the Phone – Tone, Volume, and Inflection
- Communication Style Test
- Practical Tips for Calming the Distressed Person
- Identifying and Prioritizing Issues Raised
- Delivering Bad News
- Effective Notetaking
- Politely Ending the Conversation
This is an introductory-intermediate level workshop.
Method of Delivery
Presentation, video, experiential practice, personal reflection, and small group discussions.
*Please act with integrity and allow only the registered individual(s) to view the workshop materials.
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Registrations cancelled seven or more days prior to the workshop/live stream are refundable, minus a $50.00 administrative fee. Alternatively, you may receive a credit to attend a future training. Cancellations less than seven days prior to the workshop are non-refundable. If at any time you are unable to take part in the event, you are welcome to transfer your registration to another individual at no extra cost. In this case, please notify ACHIEVE of the name of the alternate person.
We reserve the right to cancel an event due to unforeseen circumstances or under-enrolment. Liability is limited to a refund of workshop/live-stream fees only.
You Will Receive
Login details approximately seven days prior the live stream date, as well as a PDF e-manual and workshop certificate.
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Continuing Education Credit
While many 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. Credit hours: There are six continuing education credits earned for each day of training. For example, a one-day workshop earns six continuing education hours, while a two-day workshop earns 12 hours. A certificate will be awarded upon the completion of the workshop. See our Continuing Education Credits page for more information.