Managing Difficult Situations – Call Management Skills
Course Description
The focus of this course is assisting in managing difficult telephone conversations with stakeholders The training i designed to enhance the existing people skills of the participants. It will help them to deal with customers and stakeholders in a helpful and constructive way. Adoption of the areas addressed in the course will present the participants as competent in their roles and capable of maintaining their composure in difficult situations.
Duration: 1 days
Course Overview
This training will focus on: Communication strategies to deal with or manage difficult situations Your contribution to difficult situations De-escalation techniques to calm situations Body Language and tone of voice Working within the scope of any relevant customer or stakeholder charter guidelines Note taking and recording incidents Role-playing - based on scenarios provided by participants
Preparing for potentially difficult situations
Creating a checklist Understanding your work style Opening the conversation
Telephone Skills
Effective call handling techniques: Managing expectations Effective questioning techniques Effective communication Active listening techniques Identifying the take home message
Difficult situations
Defusing - Steps and processes Diverse situations Assertive Statements
Evaluate the call from the customer or stakeholder’s perspective
Using language to relate to the stakeholder or customer What are barriers? Dynamics of satisfaction and compliance
Conducting the call
How your expectations change the outcome of the call The self-fulfilling prophecy It is not what you say it is how you say it Separating the process from the outcome Ending the call
Reviewing your call
Documenting the events Reviewing what went well or poorly Follow- up