When the Client Is Unhappy: Telephonic De-escalation Strategies

Timeslot: Wednesday, October 12, 2022 - 2:30 PM to 3:30 PM
Session Type: Concurrent Session


Telephonic encounters with unhappy clients can be quite challenging to say the least! It can be easy to feel stuck, cornered, or even verbally abused by clients. In this session the presenter will review common scenarios in which this occurs and provide ways to respond in these situations and review strategies to de-escalate and slow or stop the conversation. The learner will leave this session with positive tools to address challenging telephone encounters.

Learning Outcomes

  • Utilize new telephonic therapeutic communication techniques

  • Demonstrate when and how to slow or end a phone call

  • Integrate three (3) ways to maintain one's composure in these situations