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Almost all of us make and receive a large number of phone calls at work every day. Inevitably this means that at some stage we will be on the receiving end of a difficult call. If we handle a difficult call well, we can add huge value to the business. It is well known that an aggrieved customer who complains will become an enthusiastic supporter if his or her complaint is dealt with effectively. Handling such calls badly may have a wide range of impacts from spoiling our morning to costing us our job. Try these tips to help you:

Handling Difficult Phone Calls

This piece focuses on calls we receive and assumes that:

• The calls are work related
• We may be partly responsible for the problem
• The caller is often angry/ distressed/ upset

Next week we will look at difficult calls that we may have to make

• The challenges:
• We aren't usually expecting the call
• We are poorly prepared, and caught off guard
• The caller's emotional state may make it difficult to establish the problem/ situation

Tip 1:  Can you meet the person?

Is it possible or appropriate to meet the caller face to face to resolve any issues? Many of us in larger organisations are as likely to receive difficult calls from colleagues as from customers or suppliers. A face to face meeting is likely to reduce aggression. Alternatively , you may need to listen to the initial emotional part of the call, and then suggest a meeting as a positive outcome.

Tip 2:   Play for time

If at all possible, tell the caller you aren't prepared, and ask if you can ring them back in five minutes. If they agree – make sure you do.

In many cases, you will not be able to put the call off. In which case

1          Let the caller speak at length initially if they want to. This allows the caller to let off steam, and gives you some thinking time. (The only exception to this is a 999 type of call, when you need information extremely quickly).

2          Try to note down the key points the caller is making.

3          When the caller allows you to speak, acknowledge his/her situation and feelings.

4          Match the caller's vocal energy – if he/she are speaking quickly, then respond with a reasonably fast and energetic style

5          Acknowledge how they feel – if they say they are disappointed, you can reply that you can see they are disappointed.

6          Match the caller's language if possible. Clearly, do not match any abusive/ derogatory or racist language that may be used, but if the caller is cross, it is better to acknowledge he/she is cross, rather than that he/she is angry.

Tip 3:  Move from Emotion to Action

You should now have a better control of the call – you have demonstrated that you are listening, and shown empathy with the caller. You should now aim to move the call on from an expression of feelings to agreed action.

• Clarify the situation
• Acknowledge any error – whether personal or organizational
• Outline what, if anything you can do
• Outline what if anything the caller can do
• Discuss what other options may be open to you both – for example to involve someone else
• Agree what you are each going to do

Tip 4: Recover yourself

Try to finish the call calmly – thanking the caller if you feel able. When you put the phone down you may feel angry or distressed yourself, and you should deal with those emotions. Talk to a colleague who is not personally involved and will keep your confidence. Ideally speak to your colleague face to face, or call your colleague from a private phone.

It is better to deal with how you feel about the call straight away, and then focus on next actions. You will be clearer headed, and less likely to write aggressive e-mails or make an angry call yourself.

Undoubtedly the hardest part of these calls is to make an effective move from an emotional conversation to agreed actions. It takes practice to respond effectively to the first part of the call without getting embroiled in the emotion – particularly if the caller is angry and blaming you.

PHONE Coaching Session for Handling Difficult Calls

3C has a powerful two hour phone based coaching session for Handling Difficult Calls. Designed for groups of 4 – 8 participants, the session provides

practice at handling emotional phone calls

practical tools and techniques to stay calm

coaching on how to move from emotion to action

Lead by instructors with wide experience of phone training programmes, this is an ideal way to give all your team practice at these calls. Learning how to cope with negative emotion when you are face to face is quite different to dealing with it over the phone. This programme deliberately uses phone training as its medium for maximum effectiveness.

Management Voice Index
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