Class Details

Title: Managing Difficult Calls
Trainers: Bonnie Tracy
Date/Time: January 22, 2015 9:00am - 12:00pm
Hours: .3 CEU's
Details:

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. The basic communication skills of clarifying requests, confirming your understanding and reflective listening are discussed and practiced. Among the topics to be covered are: types of difficult callers, good listening skills, summarizing requests, dealing with emotions, and terminating calls professionally. The day will end with some quick stress management techniques for maintaining composure in a challenging work environment.

City: Augusta
Location:
Class ID: C625 (Reference id: 622587)
Maximum attendance:20
Current class status:
Restrictions:

*Enrolled Students

IDStudentAgencyService Code
622909 Plourde, Rebecca m DHHS 1 Administrative Services
625486 Enis, Deanna DSER 21 Support Enforcement
625513 Austin, Steve MAC Residential Services, Inc. 25 Adults (Cognitive and Physical Disabilities)
626045 Strout, Kayla DHHS 16 Maine CDC & Prevention
627011 Waller, Lindsay N DHHS - DSER 21 Support Enforcement
629978 McPherson, jessica dhhs 7 Child Welfare
630259 Hovey, Renea M Department of Health and Human Services 1 Administrative Services
630687 Doyle, Danielle DHHS 7 Child Welfare
632297 manson, casandra r DHHS-ofi 12 Eligibility Services (OIAS)
632392 FULLER, JASON DHHS-DLRS, Medical Facilities Unit, Acute Care 14 Licensing and Regulatory Services
632393 Cable, Diane M DHHS 12 Eligibility Services (OIAS)
632401 Matson, Patty J DHHS 1 Administrative Services
632404 McKenney, Katherine m Department of Health and Human Services 12 Eligibility Services (OIAS)
632477 Reed, Melissa m DHHS/Riverview Psychiatric 20 Riverview Psychiatric Center
632530 Walsh, Debbie DHHS/MaineCare Services 15 Maine Care Services
632590 Collins, Carrie J DHHS Office of MaineCare Services 15 Maine Care Services
632874 Joseph , Lebrun DHHS/OCFS 7 Child Welfare
632953 Johndro, Katrina ESM, Inc. 25 Adults (Cognitive and Physical Disabilities)
633589 roy, sylvia M Dept Health and Human Services, OFI 12 Eligibility Services (OIAS)

*Waitlist Students

IDStudentAgencyService Code

(You will be contacted if an opening is available)

*Cancelled Students

IDStudentAgencyService Code