Training Course OVERVIEW
About Resolving Telephone & Digital Conflict Training.
Conflict does not only happen face to face. Difficult telephone calls, emails, live chat and digital conversations can escalate quickly, particularly when emotions are heightened, information is unclear or people feel unheard. Without the benefit of body language and face-to-face cues, communication can be easier to misinterpret and harder to manage confidently. Our Resolving Telephone & Digital Conflict Training is designed to help you recognise when an interaction is beginning to escalate, respond more effectively and communicate with greater confidence across telephone and digital channels. Through realistic scenarios and practical activities, you’ll explore the factors that influence digital and telephone conflict and learn approaches that can help you: The course is designed around real workplace situations, helping you build skills you can apply immediately in your role.
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WHAT TO EXPECT
Training is the event. Learning is the journey.
Here’s what to expect before you begin, while you learn and after you complete your course.
Before your course.
Book your place and create or access your IKON Academy account.
You'll receive the joining information you need ahead of the session, so you know exactly how to access your course and what to expect.
During your course.
Take part in a live, interactive session led by an experienced IKON Trainer. You'll work through realistic telephone and digital scenarios, explore practical techniques and build confidence through discussion and application.
After your course.
Your certificate will be available through your IKON Academy account once the required learning has been completed.
You'll also retain access to supporting resources, helping you revisit key ideas and reinforce your learning after the session.
Who is this course for?
This course is designed for anyone who handles difficult, challenging or emotionally charged communication by telephone or through digital channels.
It is suitable across a wide range of roles and sectors, particularly where you communicate with customers, patients, service users, colleagues or members of the public remotely.
It may be particularly valuable if you want to:
- feel more confident handling difficult calls
- manage emotionally charged conversations more effectively
- recognize escalation earlier
- communicate more clearly through email, chat or messaging
- establish stronger boundaries
- reduce the risk of conversations becoming more confrontational
- know when to pause, escalate or seek support
What you will learn.
By the end of the course, you will be able to:
- recognise early signs of escalation in telephone and digital communication
- understand how tone, language, timing and communication style can influence a situation
- use practical approaches to reduce tension and maintain control of difficult conversations
- communicate clearly and professionally when emotions are heightened
- establish and maintain appropriate boundaries
- respond more confidently to repeated, challenging or confrontational communication
- recognise when to pause, disengage, escalate or seek support
- make more informed decisions that support your safety and the safety of others
Already learning with IKON?
Log in to your IKON Academy account to access your learning, manage your details, view your upcoming and completed training, and download your attendance certificates.
