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Handling Difficult Callers: Phone Skills for the Higher Ed Frontline


Live Webinar Recording

Recording Price: $199.00

(Includes Proprietary Materials)

Handling difficult and demanding callers is frustrating, and you do it too often working on the front line of your college. Be more confident when dealing with a student, parent or demanding colleague by arming yourself with de-escalation tools to use on the phone. Our communications expert, Pamela Jett, will empower you with tactics to stop calls from going south and ways to effectively deal with angry "customers." Join us for this 60-minute webinar to discover:

  • Ways to keep phone calls calm with effective communication
  • Words to choose & words to lose to prevent difficult conversations
  • Best practices to recover from a bad call & provide excellent service
  • Specific examples of difficult phone conversations & how to handle them

Program Highlights

Be Proactive: Stop Challenging Phone Conversations Before They Begin

  • Pointers to keep emotion out of your conversations
  • Ways to compensate for the loss of body language over the phone
  • Techniques to sharpen your communication & listening skills
  • How to know when to end a call with an angry "customer"

Critical Skills to Keep Calls Running Smoothly in Higher Ed

  • Keys to manage attitude problems & keep callers content
  • What to say and not to say - specific words & phrases to use
  • How to constructively confront problem callers & avoid a scene
  • Ways to troubleshoot calls so "customers" get the help they need

Keys for Dealing with Difficult Students, Parents & Staff Over the Phone

  • Framing techniques - keys to re-angle the situation & keep your cool
  • Tips to handle conflict - tactics that achieve positive results
  • Critical steps to take if and when a call escalates
  • Common calls - how to diffuse frustrating conversations successfully
  • Live Question & Answer Session - Have your questions answered by the expert!

  • About The Speaker

    Pamela Jett is an internationally recognized presenter and author on developing leadership skills and improving workplace relationships. Her background includes:

    • With over 20 years of experience as a leadership communication expert, Pamela has delivered thousands of keynotes, training sessions, and webinars to more than 200,000 people around the globe.
    • She has worked with clientele ranging from the high-tech sector and manufacturing to women's groups and government agencies. Here is a partial list: Lockheed Martin, Allstate Insurance, Sony, The United Way and NASA.
    • She is specifically known for her programs that take participants beyond theory to hands-on application for immediate results.

    Program Benefits

    Keep your day running smoothly by discovering strategies to diffuse difficult phone calls from students, parents and demanding colleagues and ultimately boost overall "customer" satisfaction.