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Managing Difficult Phone Calls

$20.00 Or MEMBER PLAN (Starting at $12.99 a month/viewer)

Trainer: Christina Reimer

# of Viewers

Handling difficult interactions on the phone is a challenging task, especially if the caller is in a heightened state of emotion. For many, the ability to navigate difficult phone conversations with respect and professionalism is an essential workplace skill. This webinar is designed to provide practical strategies for dealing with clients and customers over the phone who are in a heightened emotional state. Participants will learn over-the-phone techniques for de-escalating anger, resolving conflict, and communicating effectively.

Learning Objectives

Upon completion of this webinar participants should be able to
  • List effective listening skills to enhance understanding
  • Describe the steps to emotionally heightened clients over the phone
  • Understand how problem-solving is used with clients for best outcomes

Target Audience

This is an introductory-intermediate level webinar intended for anyone interested in learning more about this topic.

Method of Delivery

Each webinar is 60 minutes in length. Live webinars will each contain 60 minutes of instruction from the facilitator using visual powerpoint slides and then there will be 5-10 minutes at the end of the webinar when participants can ask questions directly to the instructor and hear feedback from them in realtime. On-demand webinars include no interactivity with the instructor.

Completing Webinar

Upon viewing the entire webinar, you will be prompted to take a test over the content and then you will receive a certificate of participation. An evaluation form will be available to complete after submitting the posttest.

Continuing Education

While associations and licensing bodies accept CTRI webinars for continuing education credits, questions about approval should be directed to the specific association or licensing body for which you are requesting the credits.