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.

Some phone calls are harder than others – and without the right approach, they can escalate quickly. This training gives you practical strategies to stay calm, communicate clearly, and bring difficult calls to a better outcome.

View Upcoming Dates

Available for Private Delivery

Certificate Included

Handle Difficult Phone Calls with Confidence

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.

From $309

/ per person

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

View Upcoming Dates

Private Training

Personalized training solutions for your team.

$3500

/ starting at

1 day

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

What You'll Learn

Strengthen your professional toolkit with strategies you can apply right away. The objectives below outline the core competencies you'll build through this training.

Stay Calm Under Pressure

Develop techniques for managing your own emotional response when a caller is upset, hostile, or difficult – so you can stay professional rather than reactive.

Listen to What's Really Being Said

Practice active listening skills that help you understand the caller's actual concern rather than just responding to how it's being expressed.

Use Clear, Simple Language

Learn how to communicate clearly on difficult calls – avoiding language that escalates tension or creates additional confusion.

De-escalate Effectively

Apply specific verbal strategies for lowering the emotional temperature of a call and moving toward a productive conversation.

Resolve Issues Professionally

Develop approaches for reaching workable outcomes on difficult calls – including when to escalate, what you can offer, and how to close the call clearly.

Protect Your Own Well-Being

Build strategies for managing the cumulative stress of difficult calls and recovering effectively so it doesn't carry over into your next interaction.

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

FAQs

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 does this training cover?

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This workshop teaches practical strategies for managing emotionally charged phone calls – including staying calm, de-escalating tension, communicating clearly, and reaching professional resolutions.

Who is this training for?

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This training is designed for customer service staff, reception and front desk teams, administrators, and anyone whose role involves handling difficult calls from clients, customers, or the public.

What kinds of calls are covered?

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the workshop addresses a range of challenging call types including angry or upset callers, complaints, refusals, threats, and persistent or manipulative behaviour.

Does this training address when to escalate a call?

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Yes. Knowing when and how to escalate is a key skill covered in the workshop.

Is this training available online or on-demand?

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Yes. ACHIEVE offers this workshop in live, on-demand, and private formats. Contact us to arrange a session for your team.

Can this training be customized for our specific call environment?

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Yes. ACHIEVE can tailor this workshop for specific industries or call types. Contact us to discuss your team's needs.

Handle Difficult Calls Effectively

Learn practical strategies to handle challenging phone conversations with confidence and professionalism. View live training dates, explore on-demand options, or bring this workshop to your team.

View Upcoming Dates

Available for Private Delivery

Certificate Included