Surrey Learn

Telephone Aggression, Managing - Online


Personal Effectiveness


This workshop is intended to provide staff with the knowledge and skills to effectively respond to telephone calls from service users where the potential for conflict exists. Such situations may include incidents where service users use abusive or aggress


3 hours

Delegate rate

Approximately £100 per day per delegate. Charges depend on how many delegates book.

On completion staff should be able to:

  • Demonstrate key basic skills in:
    • Telephone etiquette
    • Tele-Tone & word inflection
    • Holding & transferring calls
    • Taking messages
    • Ending calls
  • List the key areas of telephone contact that increase caller aggression
  • Explain how the fight/flight response operates in telecommunications
  • Explain and give examples of triggers and inhibitors to aggression
  • Describe a simple model of two way communication on the telephone
  • List the common types of blocks to communication typical in telephone calls
  • Demonstrate assertive techniques useful on difficult calls
  • Outline the challenges for defusing conflict on the telephone
  • Give examples of active listening techniques on the telephone
  • Give examples of empathetic statements that can be used to defuse aggression
  • Demonstrate an effective method of defusing conflict on the telephone
  • Explain the four stages of the resolution model for telephone complaints
  • Give examples of techniques for ending difficult calls
  • Give an overview of HSE advice to local authorities on call centre abuse
  • Key principles in call management & Telephone etiquette
  • Communicating effectively on the telephone

  • Understanding aggressive callers

  • Practical skills for handling difficult calls

  • Six levels of assertion

  • Defusing & De-escalation techniques

  • Conflict resolution strategies

  • Law & policy on abusive telephone communications

Scenario Based Simulation:

Allows delegates to apply the models covered in the course in a safe and supportive environment, using specialised telephony equipment. Delegates can choose from a range of scenarios within a local authority setting or from external settings.


No dates are currently scheduled for this course.

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