Call centre employees must often deal with unique and emotionally challenging circumstances on a day-to-day basis. Frequently, these representatives find themselves communicating with clients who are emotionally distressed. This workshop will offer participants the opportunity to discuss practical scenarios, learn important self-care tips, as well as take away strategies for communicating with confidence, even in difficult situations.
At the end of this workshop, participants will be able to do the following:
- Use communication skills to respond to difficult call centre situations.
- Understand what constitutes difficult, aggressive, or hostile behaviour and emotionally charged responses.
- Comprehend how their actions can contribute to the escalation of a difficult situation.
- Diffuse difficult or higher risk situations.