This 6-hour workshop teaches telephone service representatives techniques for effectively communicating with irate callers. Participants will learn active listening skills, analyze case studies of anger, roleplay difficult scenarios, and discuss strategies for remaining calm and helpful. The facilitator, Kelly Howarth, has experience teaching customer service skills and uses interactive learning approaches focused on empowering learners.

1. Effective Communication for Dealing with Irate Callers
Facilitator: Kelly Howarth, M.Ed., Dpl. Ad. Ed.
A particular challenge facing the Telephone Service Representative (TSR) is that of dealing with the
angry or distressed caller. It is important to remain professional while responding to the needs of the
client…essentially, not taking their strong feelings personally and staying calm while being helpful.
This interactive 6-hour workshop will help you to deal with the irate caller using specific techniques
for effective communication.
Session Highlights:
• Listening…really listening to the client, using active listening skills (empathy,
paraphrasing, reflecting feelings, etc.)
• Case studies in anger
• Small-group activity: participants will brainstorm and create scripts for
dealing with the irate caller
• Role-playing: putting yourself in the caller’s shoes and practicing the
techniques for effective communication to diffuse anger or other strong
feelings
• Open discussion designed to get you thinking about this important aspect
of telephone communication
• Reflection and Wrap-up
Come explore how to be a more effective TSR! This workshop will appeal to anyone who works in
telephone customer service, as well as coaches and supervisors.
About your Facilitator…
Kelly Howarth, a Life Skills Educator, has a Master of Education in Curriculum and Instruction
from McGill University, a Diploma in Adult Education and a Bachelor in Psychology. She taught
adult learners in the Customer Service Specialist program at Champlain College - Saint Lambert and
does professional development seminars with educators and administrators. Kelly is a big proponent
of interactive learning that is fun, stimulating, and personally meaningful and that leads to self-
empowerment.
For more information about offering this seminar to your customer service force, contact:
KLH CAREER DEVELOPMENT
E-mail: kelhowarth@yahoo.com
Web site: www.kellyhowarth.com
Visit my blog: http://onewordpundit.blogspot.com
Copyright Kelly Howarth. All rights reserved.