COURSE OVERVIEW

The course is designed to cover aspects of abuse and /or aggression from telephone callers. It covers the relevant legislation and communication skills required where non-verbal techniques cannot be utilised. Group discussion, exercises and scenario- based learning are methods used to achieve the learning objectives and personalise the course to the organisational needs.

OBJECTIVES

By the end of the course those attending will have been helped to:

• Define violent, aggressive and abusive behaviours
• Recognise triggers to aggressive or abusive behaviours
• Identify communication skills which defuse aggressive or abusive behaviour
• Understand how legislation acts as a support mechanism
• Raise the confidence of delegates to deal with abusive behaviours

WHO SHOULD ATTEND

It is particularly relevant to those working in call centres and helpdesks but also beneficial to delegates who deal with conflict via the telephone on a regular basis.

Number of delegates places: Minimum 8 - Maximum 16
Trainers: One

A certificate of attendance and booklet will be given out at the end of the course

PLEASE NOTE THAT THE ABOVE IS ONLY AN EXAMPLE OF THE TYPE OF COURSE THAT WE RUN AND CAN BE ADAPTED TO THE CLIENT’S SPECIFIC NEEDS

Back | Request an Information Pack | Contact us