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May 11

Dealing with Difficult Calls (online & face-to-face PD)

This workshop is created for people who want to develop their skills and knowledge in responding to difficult/challenging phone calls – including responding to callers who present in a state of crisis, anger, distress or have difficulty communicating.


A must-attend workshop for phone-based workers including phone intake and response, reception and call centre staff who are the first point of contact for service users and customers across all external facing industries.

Given the way COVID-19 has changed the way lots of us work, this workshop is beneficial for all workings who are likely to have challenging interactions over the phone.

Content covered:

This session will be capped at 20 participants and will be interactive. You will do small group activities in breakout rooms.

For queries about this training or how we can tailor this course to suit your organisation please contact Mia McDonald consultancyservices@wire.org.au.

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