Deal with tricky phone situations (Level 2)

Goals

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.

Target audience

Anyone:

• Performing a telephone reception function
• In telephone contact with internal or external contacts
• Wishing to be more comfortable in handling sensitive telephone situations.

Prerequisite

None

Contents

Some reminders on communication and the specifics of telephone exchanges

• 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