Image Promo description

Register to use our site and access free newsletters, book events and lots more.

You don't have to be a member to use our site. Already registered? Login here

Become a member today

The Chartered Institute of Housing is the independent voice for housing and the home of professional standards

Managing challenging calls for contact centre staff


   

Description

This half day course provides the opportunity to discuss appropriate, professional approaches to managing the telephone conversations which challenge us the most.

Learning Outcomes/objectives

By the end of this course you will be able to:

• Distinguish between emergency/non-emergency situations and appropriate responses

• Recognise personal triggers in conflict situations

• Discuss personal coping strategies

• Discuss assertive management strategies

• Explain the 5 “D”s of managing conflict

• Describe how you would apply professional approaches/techniques identified during the course to practice based scenarios

• Identify the issues when reporting/recording interactions

Who should attend

Contact centre staff and managers

Trainer Info

Mary Andrews

Mary’s professional career began in Adult and Psychiatric nursing practice. Following 14 years working at Staff Nurse, Charge Nurse and Clinical Co-ordinator levels of both in-patient units and day centres, Mary left to work as a supported housing manager for a large housing association before becoming their Training and Development Advisor three years later.

Since 2007, Mary has worked as an independent learning consultant, establishing her credibility with clients and colleagues due to her business-focussed, engaging, and realistic approach. Ensuring all learning initiatives comply with current legislation and best practice Mary’s particular area of expertise is in developing the knowledge, skills and confidence of staff working within health and social care to support adults at risk who experience mental health issues, dementia, learning disabilities and challenging behaviours.

Mary’s qualifications include: Chartered MCIPD, NVQ Level 5 Training & Development Strategy, Accredited Safeguarding trainer, NVQ A1 Assessor: Management, Customer Care, Health & Social Care.

Dates & Locations

1 November 2017, Edinburgh

Price

Standard price - Half day £150 + VAT

Member price - Half day £135 + VAT

Contributing org. price - Half day £125 + VAT

Booking Procedure

You can view our online booking procedure here.

Purchase Orders

Please note that if your organisation requires a purchase order number on the invoice, you MUST input this at the point of booking.

Terms and conditions

Please read our terms & conditions carefully before booking.


Book

 

Future proof your career

Be bold could be the opportunity you need.

Find out more

 

Fire safety

All the latest info and fire safety resources for housing professionals

 

The new housing apprenticeships

With a century of experience equipping housing professionals with the skills they need to do the brilliant work they do, we can help you make the most of the new housing apprenticeships – whatever stage of the journey you are at.