Managing Difficult Calls

Bonnie Tracy

INTENDED AUDIENCE:  Department of Health and Human Services employees, foster and adoptive parents and the staff of social service agencies providing services to clients of the Department


This three-hour program is designed to enhance staff skill in controlling calls- especially when callers are difficult, while continuing to deliver high quality customer service. Among the topics to be covered are: types of difficult callers, good listening skills, summarizing calls and dealing with emotions, yours and the callers’. The day will end with some basic stress management techniques for maintaining composure in a challenging work environment.