Challenging Telephone Calls (for BDOD Staff only) NPT

Posted on behalf of Learning Academy - BDOD Training Events

THIS IS AN ONS EVENT FOR BDOD STAFF ONLY.






Challenging Telephone Calls


This course is suitable for everyone. This course replaces the Difficult Conversations and Handling Challenging Calls courses.




Telephones are the main form of communication used within BDOD to contact business survey respondents. Most calls go smoothly, but occasionally some can be challenging.


This 2 hour module aims to improve telephone skills and develop confidence when faced with difficult and challenging calls, providing a quality customer service to our respondents.


This module includes:



  • Listening to good quality challenging conversations

  • Interactive group activities and discussions

  • Tips to boost confidence and assertiveness

  • Skills to close a difficult conversation


 This is an interactive session using real ONS telephone conversations, aimed at coaching and supporting staff to deal with challenging conversations with respondents.




If you have any accessibility requirements, or any queries regarding this event, please contact staff.development.team@ons.gov.uk or call 01329447095

This event was created by: BDOD Staff Development Team



When
14 Nov 2019 at 10:00am
until 14 Nov 2019 at 12:00pm
Where
NPT 1.479
Newport

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