Tips for Avoiding Conflict on the Phone
As a manager, you're not usually right there and able to step in while a stressful call is going on. But you can provide training to help telecommunicators learn to avoid and defuse conflict on the phone. Focus on these six tips to help telecommunicators stay calm, professional, and in control during challenging phone calls. You can also access these tips in a printable format to distribute to telecommunicators or post at workstations.
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Don't just hear. Listen. Give undivided attention. Focus on emotions and needs, not just words and information. |
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Stay out of judgment. Know your triggers and remember: not judging doesn't mean you approve. |
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Give verbal cues that you are paying attention. Rephrase, summarize, and reassure the caller that you understand. |
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Take a tiny break from a stressful interaction. Look up, change your posture, and take a deep breath. |
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“Go to the balcony.” Mentally step away and imagine you have a bird's eye view of the whole situation. |
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Take a minute to self-heal after a tough call. Get in the habit of knowing your value and keeping your confidence strong. |
Don't just hear. Listen. Give undivided attention. Focus on emotions and needs, not just words and information.
Stay out of judgment. Know your triggers and remember: not judging doesn't mean you approve.
Give verbal cues that you are paying attention. Rephrase, summarize, and reassure the caller that you understand.
Take a tiny break from a stressful interaction. Look up, change your posture, and take a deep breath.
“Go to the balcony.” Mentally step away and imagine you have a bird's eye view of the whole situation.
Take a minute to self-heal after a tough call. Get in the habit of knowing your value and keeping your confidence strong.
