CTRI ACHIEVE

Counselling Skills and Client Relations

Managing Difficult Phone Calls

Note, this topic is presented by our partner company, ACHIEVE Centre for Leadership. Links on this page will direct you to our ACHIEVE's site for more information and purchasing.

Gain practical, evidence-based skills and confidence through comprehensive training designed for real-world application.

4.9 (12,500+ enrolled)

View Upcoming Dates

Available for Private Delivery

Certificate Included

Handling difficult interactions on the phone is a challenging task, especially if the caller is in a heightened state of emotion. For many, the ability to navigate difficult phone conversations with respect and professionalism is an essential workplace skill. This workshop is designed to provide practical strategies for dealing with clients and customers over the phone who are in a heightened emotional state. Participants will learn over-the-phone techniques for de-escalating anger, resolving conflict, and communicating effectively.

Learning Objectives

Apply effective listening skills to enhance understanding

Support emotionally heightened clients over the phone

Problem-solve with clients for best outcomes

Demonstrate a plan for delivering bad news

12,500+

Professionals Trained

4.7 Stars

Trustpilot Rating

500+

Organizations Served

Choose Your Format

Training options built for real-world needs.

Most Popular

Live Virtual Workshop

Interactive sessions with experienced facilitators.

Learn from an experienced facilitator

Ask questions and get real-time guidance

Connect and learn alongside peers

Engage in discussions and practical exercises

Earn 6 CECs per day of training

Receive a certificate upon completion

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Private Training

Personalized training solutions for your team.

$3300

/ starting at

Bring a facilitator to your team – onsite or virtual

Personalize content to your context and priorities

Focus on your real challenges and scenarios

Engage in interactive discussion and practical application

Align your team around shared language and approaches

Build skills that translate directly into day-to-day work

Our Approach

Grounded in research, practical application, and real‑world experience.

Accessible

Clear, approachable learning without unnecessary jargon.

Applicable

Content designed for real‑world challenges and opportunities.

Engaging

Facilitators bring content to life through stories and examples.

Practical

Skills and tools designed for everyday use in your setting.

What People Are Saying

Insights from our participants.

"

It's not always easy to facilitate a six-hour session, but it flew by. Perfectly timed, packed with useful, relevant information, curated to address the unique needs of our group."

K. Decle

University of British Columbia, Office of Student Academic Services

"

This was one of the best trainings our organization has had. Staff were so engaged and came away energized and excited rather than tired and drained."

T. Etienne

Portal Youth Outreach Association

"

CTRI is a great source for learning. They were easy to work with and our facilitator presented in an engaging and interactive way that kept people interested and attentive."

J. Grimes

Optimism Place Women's Shelter and Support Services

Frequently Asked Questions

Common questions about the training.

This training is for:

Mental health professionals

Social services and community‑based professionals

First responders and emergency services

Health care workers and support staff

School and post‑secondary personnel

Leaders, managers, and supervisors

Human resources and people operations teams

Employees in corporate or business settings

Anyone working in people‑centred or support roles

What’s the difference between an on‑demand workshop and a one‑hour webinar?

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On‑demand workshops are full‑length recordings of our workshops and allow you to explore a topic in depth at your own pace. One‑hour webinars are shorter, condensed sessions focused on key concepts and designed for a brief introduction or refresher.

Are live virtual workshops different from in‑person workshops?

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The learning experience is very similar. Both formats are facilitator‑led and interactive, with discussion and activities. Live virtual workshops are delivered online, while in‑person workshops take place on-site.

Do I receive a certificate after completing a training?

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Yes. Participants receive a certificate of completion for eligible formats, including workshops, webinars, and e‑courses. Details are provided with each training.

Can this training be delivered privately for our organization?

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Yes. All topics are available for private delivery and can be customized to your group’s context, schedule, and learning goals.

Ready to Get Started?

Master evidence-based techniques to prevent and manage crisis situations with confidence. We will equip you with a trauma-informed approach to de-escalate situations with interpersonal communication skills, and empathy.

View Upcoming Dates

Available for Private Delivery

Certificate Included