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LIVE VIRTUAL Managing Difficult Phone Calls

Dec 03, 2020 (9:00 AM - 4:00 PM Central Time)

Online Live Virtual

Trainer: Christina Reimer, ACH cross

Price: $219.00 CAD (*early rate) $249.00 CAD (regular rate) + tax
*early rate expires November 12, 2020

Workshop Description

    This is a live workshop using Zoom, an online meeting platform. Please check system requirements prior to registering.

    Offered through ACHIEVE Centre for Leadership.

    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 workshop 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.

    Some of the Topics Included

    • The Complexity of Phone Communication
    • Qualities of a Skilled Communicator
    • Key Skills for the Phone – Tone, Volume, and Inflection
    • Communication Style Test
    • Practical Tips for Calming the Distressed Person
    • Identifying and Prioritizing Issues Raised
    • Delivering Bad News
    • Effective Notetaking
    • Politely Ending the Conversation

    Target Audience

    This is an introductory-intermediate level workshop.

    Method of Delivery

    Presentation, video, experiential practice, personal reflection, and small group discussions.

About Our Workshops

About the Trainer

Christina Reimer, ACH cross

Portrait of Christina Reimer, ACH cross

Based in Toronto, Christina has years of experience as a leadership trainer, director, and team building facilitator. With a PhD in religion, she has taught numerous courses at the university level on ethics, the world’s major religions and other topics. Christina has travelled extensively and worked internationally for non-profit organizations. She believes that communicating well is one of the keys to creating great workplaces and relationships. Christina has an enthusiastic and engaging presentation style, and uses storytelling and humour to make workshops interesting as well as informative.

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Online Live Virtual
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Terms & Conditions

Cancellation Policy

Registrations cancelled seven or more days prior to the workshop/live stream are refundable, minus a $50.00 administrative fee. Alternatively, you may receive a credit to attend a future training. Cancellations less than seven days prior to the workshop are non-refundable. If at any time you are unable to take part in the event, you are welcome to transfer your registration to another individual at no extra cost. In this case, please notify ctrinstitute of the name of the alternate person.

We reserve the right to cancel an event due to unforeseen circumstances or under-enrolment. Liability is limited to a refund of workshop/live-stream fees only.

You Will Receive

Login details approximately seven days prior the live stream date, as well as a PDF e-manual and workshop certificate.

Group Registration Instructions

To register a group for a workshop, choose the appropriate number you would like to register for the selected workshop, and fill in all the relevant information.

Concerns and Grievances

If concerns arise at any time throughout the registration process, please contact the ctrinstitute office directly at 204-452-9199, or email [email protected].

Special Accommodations for Disabilities

Please contact the ctrinstitute office directly at 204-452-9199 or [email protected] to discuss any special needs or accommodations you may require in order to have a positive learning experience.

Continuing Education Credit

While many associations and licensing bodies accept ctrinstitute workshops for continuing education credits, questions about approval should be directed to the specific association or licensing body for which you are requesting the credits. Credit hours: There are six continuing education credits earned for each day of training. For example, a one-day workshop earns six continuing education hours, while a two-day workshop earns 12 hours. A certificate will be awarded upon the completion of the workshop.
See our Continuing Education Credits page for more information.