Conflict over the phone – 1-day format

• Detecting signs of frustration on the phone.
• Use phrasing that facilitates the relationship.
• Responding to a hostile demand methodically.

Exchange of experience

• Start from the concrete situations and expectations of the participants.
• Identify the expectations or context of each participant.
• Discussions about the trainees' experiences.

Telephone language

• Replace expressions that prolong tension with useful words.
• Mastering the rhetoric of professional telephone use: expressions associated with the telephone.
• Assimilating positive vocabulary, or how to avoid using ready-made expressions that promote negativity.

Self-diagnosis

• Observe their communication style, their obstacles, and their ability to assert themselves.
• Review your communication strategy and the image you project.
• Learn about the principles of assertiveness on the phone.

Prevent and soothe

• Use empathy, questions, and factual arguments in a difficult call.
• Explore why my personal behavior influences the behavior of others.
• Turning a threat into a favorable opportunity.

Practical application and feedback

• To work on a situation close to the participants' real-world experience.
• Compare several responses and observe their effects in an exchange or incident.
• Develop reflexes adapted to one's professional context.

Prior self-assessment and assessment of acquired skills at the end of training.