Managing challenging Call Centre calls

A three hour workshop for employees that builds foundational knowledge and allows for the opportunity to discuss and practice.
  • 2 Hours
  • Workshop
  • Employees


Call centre employees must often deal with unique and emotionally challenging circumstances on a day-to-day basis. Frequently, these representatives find themselves communicating with clients who are emotionally distressed. This workshop will offer participants the opportunity to discuss practical scenarios, learn important self-care tips, as well as take away strategies for communicating with confidence, even in difficult situations.


Workshops go beyond awareness, and allow participants to practice and engage with the topic. Facilitated in small groups, participants can expect learning activities like small-group discussion, breakout rooms, role-play, scenario-based learning – as well as more standard elements like Q&A, polling and chat functionality.