Events Details

Business and careers, Training and learning : Dealing with Difficult Telephone Calls
Open.. from 08/05/2008 to 08/05/2008
Starts: 9.00am to 1.00pm
Description:

Course Overview

This half day course will enable Help Desk and front line staff to develop strategies to diffuse unpleasant situations and improve relationships with their clients and/or customers. This course is designed for Help Desk/Reception staff working in the front line.

Course Description

This course will provide delegates with:

  • An insight into their preferred communication style
  • An understanding of the different types of difficult people
  • How to handle difficult telephone calls
  • How to build positive relationships with people.

The course is designed to allow delegates to practice through role-play, the knowledge they have gained.

The course will cover:

  • Communication Styles
  • Being more assertive
  • Dealing with different types of difficult people
  • Creating positive rapport
  • Telephone techniques.

This Course Costs £50 per person.
Contact: Kelly Thomson (event)
Phone: 01595 744 744 (event)
Fax: 01595 690 037 (event)
Email: kelly.thomson@shetland.gov.uk (event)
Web: http://www.trainshetland.com (event)
Venue: Train Shetland
Address: Train Shetland
North Gremista Industrial Estate
Lerwick
Phone: 01595 744 744 (venue)
Fax: 01595 69 0037 (venue)
Website: http://www.trainshetland.com (venue)
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