Delivered Online Via Zoom

This 3-hour webinar is for any staff who may have to manage difficult calls and covers: Preparing for difficult calls; The different types of difficult calls and callers and issues associated with the different types of calls and callers; Managing your own feelings in difficult circumstances; Using language that does not create resistance in the other person; A suggested structure for some difficult conversations and; How to manage different types of calls or callers including people who are angry, distressed,…