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Dealing With Abusive & Threatening Calls

Part of 'Take Away Training' series

Media Type -

DVDs / Videos

Author -

Eve Ash

Subject(s) -

Communication , Telephone Skills

Description -

Discover the 6 skills for managing angry, abusive and threatening callers and how to end a call professionally.

Training Points:

1. Listen

Why are they angry?
Let them vent
Don't cut them off
"I'm listening"

2. Stay calm

Don't take it personally
Moderate your voice

3. Diffuse anger

"I can hear you're angry"
"I'm sorry you're angry"
Summarise their problem

4. Explain and set limits

Clarify company rules/procedures
Use soft tone of voice
Give three warnings: "would you please refrain..."; "I must warn you to stop... or I will terminate the call"; "...so I am going to have to terminate the call"

5. Focus on resolution and outcome

"I want to fix this"
"Let's solve this now"

6. Complete contact professionally

Summarise and agree on action
Follow up and take notes
Brief others as necessary
Debrief yourself

Additional Remark

See 'Take Away Training' series for quantity pricing

Other Item(s) in this series

- 10 Essential Interviewing Skills
- 10 Essential Reception Skills
- 10 Essentials For Successful Induction
- 10 Point Checklist Before Delivering Training
- 10 Point Checklist For Briefing A Consultant
- 360º Feedback
- 5 Steps To High Self Esteem
- 6 Ways To Resolve Conflict
- 7 Steps To Improving Communication
- Balancing Work & Private Life
- Be Careful With Email
- Business Etiquette
- Career Planning
- Changing Role of Managers, The
- Coaching
- Common Facilitation Mistakes
- Conducting Training Activities
- Conflict Within Teams
- Consulting Skills For Professionals
- Controlling Meetings
- Coping With Change
- Coping With Retrenchment
- Counselling Poor Performers
- Dealing With Abusive & Threatening Calls
- Dealing With Difficult People
- Dealing with the Unmotivated Employee
- Decision Making In Groups
- Delegating & Prioritising
- Designing And Delivering A Training Session
- Developing A Training Plan
- Developing Assertiveness Skills
- Difficult Presentations Made Easy
- Eliminating Workplace Bullying
- Energy & Enthusiasm
- Essential Counselling Skills
- Evaluate Anything!
- Facilitation Skills
- Getting The Most Out Of Training
- Giving Personal Feedback
- Going For A Job Interview
- Handling Complaints
- How To Sell A New Idea
- Increasing Motivation At Work
- Leadership
- Leading Group Discussions
- Learning From Mistakes
- Learning To Learn
- Listening
- Making Teams Work Brilliantly
- Management Mastery Checklist
- Managing A Mature Age Workforce
- Managing Performance
- Managing Upwards
- Men and Women Are Different
- Mentoring
- Moving To E-Learning
- New Supervisor, The
- Overcoming Harassment
- Personal Goal Setting
- Positive Thinking
- Power Of Empathy, The
- Preparing For Your Appraisal
- Problem Solving & Initiative
- Project Management Success Factors
- Public Speaking With Confidence
- Reducing Absenteeism
- Sales & Service Turn-Offs
- Selection Techniques
- Self Empowerment
- Spirit Of Service, The
- Stress Management
- Successful Thinking Habits
- Supervisory Styles
- Take Away Training Series
- Time Management
- Understanding Body Language
- Understanging Group Dynamics