Sending the Right Signals

Managing Conflict on the Telephone

An angry customer or colleague is bad enough, but what do you do when it comes at you through the phone?

Managing conflict well is critical to the success of any organization, and in today's world of telecommunications, managing conflict on the telephone is critical.

This one-day workshop is designed to improve your telephone interface, delivering critical skills to the people who work with potential conflict on the telephone. Designed as a hands-on, skills-based experience, Sending the Right Signals covers key topics, such as:

• seeing conflict differently
• handling anger on the telephone
• using the telephone's inherent weaknesses to your advantage
• creating and managing customer expectations
• active listening skills
• Contracting: building trust with the customer
• basics of interest-based negotiating
• turning conflict into "win/win" outcomes
• managing your own "hot buttons"

Participants are also trained in state-of-the-art conflict management tools, and are given ample opportunity to use these skills in real-world case studies and role plays.

As part of the pre-course work, participants bring their own examples and types of conflict to the workshop, where they have an opportunity to apply these skills directly to their own situations and experience. In this way, the workshop's skills are made relevant to each participant.

• For many organizations, releasing staff for training is a challenge in itself. This workshop is designed to be delivered either as a full day, or as two half-day sessions to accommodate any scheduling issues.

Who Should Attend

Front line management and staff who manage conflict or customers on the telephone.

Agree Incorporated is Canada's recognized leader in conflict management training and consulting. For further information on this or other Agree training programmes, or for a list of corporate and government clients, please contact Agree Incorporated.

If you are interested in attending this program, contact Agree for details.