Managing Difficult Phone Calls & Emails


1 day, 10:00 AM - 05:00 PM


Session information


Managing Difficult Phone Calls & Emails
10:00 - 17:00
1 day
    • €95.00 incl.


    The aim of the online workshop is to help staff develop a greater understanding and self-awareness in the ability to communicate effectively with colleagues, customers and suppliers using the telephone and email for better working relations. Participants will gain the skills to respond and deal with queries in a caring, assertive and professional manner without reacting inappropriately or cause the person to become irritated; ensuring greater satisfaction.

    This is a practical and interactive workshop designed for people who communicate daily with internal and external customers by telephone and email – includes staff in all areas of business such as finance, customer service, sales, marketing, administration, IT etc.



    After completing the workshop, each participant will be able to:

    · Choose the most appropriate communications tool between telephone and email for engaging with others

    · Build confidence with colleagues and customers, whilst portraying a helpful and friendly attitude

    · See things through the eyes of the other person & prevent complacency

    · Encourage feedback and make it easy for customers to complain

    · Talk to people in their own language - know what to say and how to say it

    · Learn to really listen, ask the right questions & show empathy

    · Create relevant and well-structured emails applying the right language, style and approach

    · Apply proper email etiquette and follow company email policies

    · Be calm and assertive when dealing with different personalities and irate people

    · Avoid defensive behaviour and trigger words that irate colleagues and customers even under pressure

    · Resolve complaints and difficult situations in a confident and competent manner

    · Keep promises, keep people informed, meet expectations & respond quickly and effectively



    · The importance of a positive attitude to build trust & create great impressions

    · Think of a complaint as a gift – an opportunity to resolve complaints

    · The traffic lights philosophy for measuring a customer’s or colleague’s reaction

    · Distinguish between control and influence for a positive outcome

    · Understand what people really want - ask the right questions & listen intently

    · Tone of voice – it’s not what we say, it’s how we say it

    · Write clear and persuasive emails and apply the right style, tone and language

    · Good protocol for responding to emails - manage flames, anger and quick responses

    · Maintain confidentiality when forwarding or copying emails, or sending attachments

    · Avoid trigger words & be assertive – the appropriate behaviour for interacting with other people

    · Work under pressure to defuse difficult situations – deal with criticism, remain calm & show empathy

    · Excel in service recovery management & always follow up - from complaint to satisfaction


    Delivered by Karen Somerville, Call Focus