Telephone Techniques (dealing with telephone rage)

“This course is designed to develop your staff in effective communication skills, reduce rage and stress related illnesses caused by telephone abuse”

How could Alexander Graham Bell have foreseen that his invention in 1856 would develop into the huge increase in communications that we have seen in recent years, creating 3,650 call centres and rising, employing over 160,000 members of staff. One call centre can house as many as 2,000 operators.

One mobile service provider was quoted as saying in 2003 there were 615 million mobiles in use.

It is to this end that McCormack Training Limited have designed this course to help make employees more professional, assertive and effective communicators which, in turn, will help combat the effects of psychological and physical illness and stress caused by the behaviour of others.

Professor Cary Cooper of Manchester University, Institute of Science and Technology (UMIST) states that stress related problems can cause loss of profits.

At the end of this course the delegates will be able to:

• Identify and implement best practices when dealing with people
• Identify behaviours that hinder or help
• Identify ways of dealing with difficult people

The course can be tailor-made to be used in conjunction with in-house training programmes, reducing the disruption to client services.

Course Content:

• Who are the telephone ragers?
• Balancing facts and feelings
• Developing strategies
• How we react
• Instincts and emotional patterns
• Reaping rewards
• Stereotyping
• The emotional volcano
• Transforming yourself into professional mode