PAI’s Confident Call Handling for Public Service

Workshop Overview

Back in 2018, we asked participants on one of our telephone communication programmes what they found most difficult when dealing with the public. Their answers were very direct:

• Angry callers
• People talking over them
• Rudeness and bad language
• Callers demanding immediate action
• Trying to explain something to someone who would not listen

When we asked what they most wanted to improve, they did not mention telephone etiquette. They wanted to communicate more clearly, feel more confident, listen better, remain calm under pressure and deal more effectively with difficult customers.

A great deal has changed since then. Public services are now much more digital, and someone may move between a website, an online form, email and telephone support while trying to resolve a single issue. But the human conversation is still just as important.

In many cases, a person picks up the phone because their issue is complex, sensitive or still unresolved. The person answering the call needs to be able to listen carefully, explain things clearly, calm a difficult situation, set appropriate boundaries and help identify a practical next step, often under considerable pressure. That is why we are returning to this important topic in 2026.

2026 Feedback

Feedback from our 2026 training programmes has been extremely positive, with participants highlighting the practical exercises, breakout-room activities, real-world examples and the trainer’s knowledge and delivery as particularly valuable.

Attendees also appreciated learning how to respond effectively to different workplace situations and consistently rated the programme highly for its relevance, pace, materials, interactive elements and practical application. One participant, commented: “Excellent training session, would recommend to colleagues. Excellent and very personable trainer.” Overall, participants strongly agreed that the training met their expectations, provided a clear understanding of the subject matter and equipped them with useful knowledge and skills that can be applied in their professional roles.

Learning Outcomes

Exercise: Identify your role in the Cycle of Service leading to an overview of telephone best practice.

Communication Skills: This segment will begin with a First Impressions exercise.  It will highlight the importance of effective listening and identify barriers to listening.

Telephone Etiquette: Incoming calls, Placing customers on hold, Taking and relaying messages, Using voicemail, Ending a call, The phase of a call.

Language: A discussion focusing on current phrases used in telephone communications will inform the segment on the benefits of using positive language.  Key phrases for use in future communications and attendees will be encouraged to create a script for themselves to assist them when they feel challenged with customer behaviours.

Self-management for challenging calls: Attendees will be provided with the tools to manage themselves in challenging situations.

Intended Audience 

This workshop will be very suitable for those who work in a customer facing role, taking and dealing with calls from the public via telephone and handling queries and complaints effectively and professionally.

Tailored Training