Managing challenging call centre calls with confidence

2 hour instructor-led workshop
For employees


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.

Learning objectives

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.