Handling Conflict on the Telephone

This course is offered on contract only. For those interested in exploring contract options please contact csjcustomized@jibc.ca.

Dealing with angry people and trying to resolve conflict over the telephone can be particularly challenging. In this one-day course, you will learn and practice effective para-verbal (tone, pitch and pacing) and verbal skills for defusing anger and resolving conflict, with an emphasis on the use of the voice. The course will help you develop more skills for responding effectively to anger and conflict over the phone, and will be of particular interest to those with little previous training in conflict resolution. The course content and delivery can be customized to fit your organization or community's needs. (Formerly CCR103;CR101)