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NVC Awareness
Maidstone
Kent ME16 9XT
Tel: 07050 092070
Fax:  01622 727993
info@nvcawareness.co.uk

'Setting standards in the prevention and management of conflict, aggression and violence in and out of the workplace'
Telephone Abuse

Target Group:
Managers, supervisors and all other staff in direct telephone contact with customers & service users in situations with potential for conflict.


Learning Outcomes:
At the end of the course candidates will be able to:

  • Understanding telephone aggression

  • Resolving conflict on the telephone

  • Law and legislation
Content:

  • The effects of stress

  • Blocks to communication

  • Telephone procedure

  • Post incident support

Duration – 1 day
Delegate numbers - 16


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