Managing challenging calls for contact centre staff
DescriptionThis half day course provides the opportunity to discuss appropriate, professional approaches to managing the telephone conversations which challenge us the most.
By the end of this course you will be able to:
• Distinguish between emergency/non-emergency situations and appropriate responses
• Recognise personal triggers in conflict situations
• Discuss personal coping strategies
• Discuss assertive management strategies
• Explain the 5 “D”s of managing conflict
• Describe how you would apply professional approaches/techniques identified during the course to practice based scenarios
• Identify the issues when reporting/recording interactions
Who should attendContact centre staff and managers.
Mary’s professional career began in Adult and Psychiatric nursing practice. Following 14 years working at Staff Nurse, Charge Nurse and Clinical Co-ordinator levels of both in-patient units and day centres, Mary left to work as a supported housing manager for a large housing association before becoming their Training and Development Advisor three years later.
Since 2007, Mary has worked as an independent learning consultant, establishing her credibility with clients and colleagues due to her business-focussed, engaging, and realistic approach. Ensuring all learning initiatives comply with current legislation and best practice Mary’s particular area of expertise is in developing the knowledge, skills and confidence of staff working within health and social care to support adults at risk who experience mental health issues, dementia, learning disabilities and challenging behaviours.
Mary’s qualifications include: Chartered MCIPD, NVQ Level 5 Training & Development Strategy, Accredited Safeguarding trainer, NVQ A1 Assessor: Management, Customer Care, Health & Social Care.
Dates & Locations
22 June 2017, Glasgow (morning only)
Half day standard rate £150.00 + VAT
CIH member half day rate £135.00 + VAT
Contributing organisation half day rate £125.00 + VAT
You can view our online booking procedure here.
Please note that if your organisation requires a purchase order number on the invoice, you MUST input this at the point of booking.