10am What makes people angry? Understanding the individual personality and behavioural traits of angry people
This session will begin by answering the commonly held question what makes people angry? From a professional and psychological perspective it will dissect the mindset of the angry person as well as identify the core trigger points of anger and how they often manifest when people are seeking help or assistance from support services. It will look at what the four core aggression trigger-points are and identify how staff handling calls can anticipate confrontational exchanges before they actually happen. It will look at ways to de-escalate confrontation and give guidance on how to regain balance and control when a call deteriorates into aggression. It will conclude by providing an intellectual framework focusing on language and vocal tones normally adopted by aggressive callers and provide delegates with some insight into how they can moderate their verbal responses to calm and control potentially challenging calls. This session will analyse the many recognised personality traits with the view of giving those receiving calls from the public a better understanding of the spectrum of volatile reactions one can expect when dealing with the public.
11am Dealing effectively with challenging calls and abusive callers – Practical Session 1
What do you do if you are on the receiving end of extremely distressed or abusive call? How do you protect yourself from the stress and emotional fall-out such calls can spark and finally what are the key things you should look out for to attempt to reduce the impact such calls can have on your own wellbeing and mental health. This session will begin by addressing the above issues in the form of a lecture then go into a practical based workshop exercise designed to set a series of challenges to delegates and provide first-hand guidance on how to deal with challenging calls in a professional manner.
12pm Lunch Break
1pm Mastering the tactics to diffuse aggressive and confrontational calls – Practical Session 2
This session will provide a sequence of interactive scenarios designed to enable call handlers to gain first-hand experience of extremely angry and abusive calls in a safe environment. The session will contain practical guidance on how to diffuse aggressive and confrontational calls and also give professional guidance on how to manage this type of calls better.
2.30pm Understanding Mental Health – Dealing with callers with Mental Health Issues
This final session will look at how mental health can sometimes be a factor in highly distressing and confrontational calls. It will review mental health disorders with a view on how they may manifest themselves in the reactions of callers. The day will end with a full and final group discussion and summing up in which the core points raised throughout the day will be revised. Delegates will receive a guidance hand-out as a referral point for use after the course.
3.30pm Day Ends