This training will enable participants to put into practice the tools necessary to manage sensitive telephone conversations through:
- A good understanding of communication factors
- Mastery of the principles and techniques of conflict management and assertiveness.
- Performing a telephone reception function
- In telephone contact with internal or external contacts
- Wishing to be more comfortable in handling sensitive telephone situations.
- Communication fundamentals
- 3 components of communication: verbal, paralinguistic and non-verbal
- Specificities and constraints of telephone communication
- Basic rules and principles for effective communication
Good telephone communication practices to prevent difficult situations
- Practice active listening to understand the person you are speaking to: questioning and rephrasing.
- Respond to the request; obtain feedback and validation of the response.
- Involve the other person in the communication; make them active; get them to listen and express themselves with confidence.
- Follow up on the communication
Some principles and a toolbox for dealing with delicate situations
- Identify destabilising situations and de-dramatize them
- Main principles for managing difficult situations/conflicts:
- Human behaviour in the face of conflict; positions in life
- Adopt the adapted behaviour to evolve towards a win-win relationship
- Define and practice assertiveness
- Characteristics of assertive behaviour; basic life skills
- Assertiveness toolbox: saying things; providing feedback; using the D.E.S.C. method
- Adapt your vocabulary: use the language of involvement ("I", "you", "we"), the diplomatic, constructive words that calm you down.
- To refuse a request; to say no without aggressiveness