Deals with all aspects of connecting with a person over a telephone - be it a family, friend or customer.

1. Your Name
Dealing with Phone Rage

2. Objectives
• Explain the typical triggers of phone rage
• Follow a set process for dealing with
phone rage
• Deal with phone rage in an efficient and
effective way
• Highlight the benefits of dealing with
phone rage
At the end of this session, you will be able to:

3. “Sometimes when I'm angry
I have the right to be angry,
but that doesn't give me the
right to be cruel.”

4. Top Ten Phone Rage Triggers
1. Inaccessibility
2. Dealing with machines, not people
3. Insincerity
4. Being treated impersonally
5. Not taking ownership
6. Not being kept informed
7. Promises not met
8. Lack of authority
9. Denied access
10. Rudeness of staff

5. ALERT Method
•A cknowledge the Anger
•L isten
•E stablish the Facts
•R ecap
•T ake Action

6. In Summary
“To clarify...”
“To sum up...”
“What you’re saying is...”
“In conclusion...”
“Am I right in thinking that..?”
“As I understand this...”
“In Summary...”

7. Attitude

8. Coping Techniques
• Question your anger
• Learn to relax
• Pause
• Take time out
• Add humour

9. Enough is Enough
• “I find it difficult to help you when you
shout at me like that.”
• “I can help resolve this for you. However,
could you please stop swearing at me?”
• “So that I can help you. Could you please
listen to my suggestions?”

10. Objectives
• Explain the typical triggers of phone rage
• Follow a set process for dealing with
phone rage
• Deal with phone rage in an efficient and
effective way
• Highlight the benefits of dealing with
phone rage
At the end of this session, you will be able to: