Our Resolving Telephone & Digital Conflict Open Course provides a flexible, highly practical way to manage verbal aggression, emotionally charged calls, and tense written exchanges alongside peers from other organisations. 

Delivered live by experienced IKON trainers, this dynamic virtual session focuses on real remote scenarios, interactive discussions, and supported practice, rather than rigid scripts or pure theory. You will learn to recognise early signs of remote conflict, apply core customer service principles, and use a positive tone and manner to defuse tension. The course covers proven communication models to manage distressed callers, handle objections, set safe boundaries, and guide interactions effectively while maintaining your personal resilience. 

Every booking includes access to the IKON Academy after the session, allowing you to download your certificate of attendance, revisit supporting resources, and consolidate your learning to protect your well-being and turn tense remote interactions into positive outcomes.