Dealing with difficult telephone calls
This two-hour online course will help members tackle difficult conversations or topics, learn how to communicate effectively over the phone and de-escalate aggressive or angry callers
25 September 2026, 9:30 AM - 12:30 PM
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https://www.unison.org.uk
This two hour course is aimed at members tackling difficult conversations or topics, or who may often have service users who are aggressive or angry on the telephone. Learn how to communicate effectively over the telephone and how to de-escalate challenging callers.
On completion of this course you will be able to:
- Understand how to appropriately and effectively respond to anger and aggression.
- Identify how to effectively plan for managing angry and aggressive people over the telephone.
- Utilise strategies to diffuse and calm anxious and aggressive callers.
- Remain calm and composed to ensure the most positive outcome.
- Recognise that the way you respond to a caller will impact on their response to you.
- Use a range of coping strategies to use during and after an aggressive phone call.
This course will be delivered online via Zoom on Friday 25 September from 9.30am - 12.30pm.
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Application details
To apply for a place on this course, please complete and submit the following form: