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.
Schedule: Classes are scheduled from 8:30 to 4:30. There will be a 2-hour break from 11:30 to 1:30. You are expected to attend all 6 hours of class content and actively participate. If you have signed up for a virtual class, the expectation is that you will keep your camera on for the majority of the session. If you are unable to keep your camera on and need an accommodation, please indicate this on the registration form.
Please put this session on your calendar after registration. It will not happen automatically.
