Handling difficult interactions on the phone is a challenging task, especially if the caller is in a heightened state of emotion. For many, the ability to navigate difficult phone conversations with respect and professionalism is an essential workplace skill. This manual is designed to provide practical strategies for dealing with clients and customers over the phone who are in a heightened emotional state. Readers will learn over-the-phone techniques for de-escalating anger, resolving conflict, and communicating effectively. 36 pages

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