Conducting a difficult call methodically, while maintaining a clear and respectful relationship.
Goals
- Understanding how a conflict arises and escalates over a distance.
- Structuring the handling of a hostile request.
- Remain calm and propose a specific solution.
Program
Remote conflict
- Examine the triggers, misunderstandings, and distortion of the message.
- Exploring the concept of conflict on the phone: why does conflict exist?.
- Understand the mechanism, the birth of a conflict, the breaking point and the triggers of conflicts.
Conducting the interview
- Welcome, listen, ask questions, rephrase and propose an action plan.
- Reinforcing a positive atmosphere during a telephone conversation.
- Entering into relationships with others (the first words).
Addressing objections
- Assert your position without aggression in the face of attacks or demands.
- Working on assertiveness and self-affirmation.
- The concept of trust in exchange: Security and esteem as fundamental needs.
Pressure and emotions
- Identify your stress reactions and apply de-escalating techniques.
- Explore the causes of your own stress.
- Accepting and dealing with criticism, knowing how to stay calm and control one's emotions.
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.
Evaluation and validation methods
Prior self-assessment and assessment of acquired skills at the end of training.
Target audience
Employees using the telephone for internal or external communication
Prerequisites
No prerequisites