Enhance the effectiveness of your telephone communication and foster a supportive and empathetic environment for both staff and residents.
Duration
4-hours
Location
In-House and Public
How to attend this workshop
In-House Workshop
If you have eight or more people interested in attending this workshop, our in-house training is tailored to your learning needs and offers great value for money.
In-house workshops can be delivered online or face to face!
Online Public Workshop
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Self-Paced e-Learning
Complete courses online in your own time by enrolling in the self-paced e-Learning from our course catalogue.
Browse our catalogue below.
Customer contact centre staff, housing maintenance and tenancy staff at the first point of contact, often face challenging and emotionally charged conversations with customers. “Navigating Difficult Conversations on the Phone” is a specialised training course designed to equip staff with the skills and strategies needed to navigate these interactions with empathy, professionalism, and resilience.
By understanding the principles of trauma-informed care, staff will learn to recognise and respond to signs of trauma in callers, de-escalate tense situations, and maintain their own well-being amidst the demands of their roles. This course not only aims to enhance communication effectiveness but also fosters a supportive and compassionate environment for both staff and residents.
This workshop will:
- Equip staff with skills to effectively manage difficult conversations on the phone.
- Introduce and implement a trauma-informed approach in communication.
- Build resilience and stress management strategies to support staff well-being.
What is covered?
The workshop takes a blended learning approach
- Enjoy a 4 hour fully interactive online Zoom session: join the Zoom session from any device, laptop, desktop, tablet or mobile phone.
- Upon completion, gain access to online self-study materials to reinforce learning.
- When run in-house, this workshop can be delivered face to face at a location of your choosing.
Who should attend?
- Contact Centre Staff
- Housing Management Staff
- Maintenance Staff
- Anyone who needs to have difficult conversations on the phone