fbpx

Dealing with Difficult Calls training

Are you a phone-based worker? Do you work on reception? Does your organisation offer intake or response via telephone? Our Dealing with difficult calls training will help you develop the skills and knowledge needed to smoothly manage challenging phone calls.

DEALING WITH DIFFICULT CALLS

Our specialised phone line support training, which covers crisis management, is for professionals who want to develop their skills in how to deal with difficult calls. This includes dealing with aggressive customers and responding to callers who have difficulty communicating.

IS THIS TRAINING FOR ME?

It’s for anyone who’s dealing with difficult interactions in their job, including phone-based workers, including phone intake and response, reception staff, call centre and customer service workers, social workers and any professionals who are the first point of contact for service users and customers. 

LEARNING OUTCOMES:

  • What creates a challenging call
  • How to respond to crisis
  • How to develop rapport with clients
  • Establishing boundaries and managing callers’ expectations
  • Tips for working with angry, frustrated, distressed, discriminatory and repeat callers
  • Wrapping up calls professionally
  • Caring for yourself during and after a challenging call

DURATION:

Online: 3-hour interactive training session via ZOOM. Sessions capped at 25 participants.

TAILORED TRAINING:

We can deliver this training in a private session for your organisation and tailor the content to meet your specific requirements. For more information, please contact WIRE.

For more information, please contact WIRE at consultancyservices@wire.org.au

Where can I book upcoming training?

Check our events calendar for upcoming training

READY TO BOOK?

To learn more about our dealing with difficult calls training and tailored packages, including call centre training and social worker training programs, please contact us at consultancyservices@wire.org.au for more information.

Partners, funders & supporters

We're grateful to our partners and project funders, program supporters and partners, and other sponsors for their continuing support of our work with women, non-binary and gender diverse people in Victoria.

Learn more

Stay updated

Subscribe to our monthly community and professional newsletters! Stay in the loop with our upcoming events, project activities, resources and support groups for women, non-binary and gender diverse people.