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LIVE WEBINAR Managing Difficult Phone Calls

Feb 24, 2022 (1:00 PM - 2:00 PM Central Time)

Online Live Webinar

Trainer: Christina Reimer

Price: $31.99 CAD (*early rate) $41.99 CAD (regular rate) + tax
*early rate expires February 10, 2022

Workshop Description

This is a live webinar event 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 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.

*Please allow only the registered individual(s) to view webinar materials.

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.

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

About the Trainer

Christina Reimer

Portrait of Christina Reimer

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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Venue

Online Live Webinar

Terms & Conditions

Cancellation Policy

Registrations cancelled seven or more days prior to the live webinar are refundable, minus a $20.00 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 view the live webinar, 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 who will be viewing.

We reserve the right to cancel live webinars due to unforeseen circumstances or under-enrolment. Liability is limited to a refund of live webinar fees only.

You Will Receive

Login details approximately 3-4 days prior to the live event date, a PDF of the PowerPoint slides, and a PDF 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.

Filming and Photography

Crisis & Trauma Resource Institute reserves the right to film video content and take photography at our events. Some of our workshops will be live-streamed and filmed for participants not in attendance. Filming and photography may also be used for promotional materials. If you would like to know if we will be filming an event you are attending, please contact our office.