De-escalation & Managing Irritation in Calls – A Trauma-Informed Approach

Difficult phone calls can quickly move from calm to confrontational, especially when distress, frustration, or unmet needs are involved. This interactive workshop explores how to recognise early signs of irritation or escalation and respond in a way that protects both the caller and yourself.

Grounded in trauma-informed and person-centred principles, this session gives frontline professionals the confidence to stay composed, maintain boundaries, and communicate effectively under pressure.

Learning Outcomes

By the end of this workshop, participants will be able to:

• Identify the early cues of frustration, irritation, and anger in phone interactions.
• Apply the Phoenix Four-Step De-escalation Model to calm situations safely and proportionately.
• Use trauma-informed language to reduce threat responses and promote cooperation.
• Maintain professional boundaries while showing empathy and understanding.
• Reflect on personal triggers and develop strategies for self-regulation during calls.
• Record and debrief challenging conversations in line with best practice and safeguarding frameworks.

Who Is It For?

This CPD session is ideal for:

• Housing, health, and social care professionals
• Local authority and customer service staff
• Police, probation, and criminal justice workers
• Helpline, reception, and administrative teams
• Managers supporting staff who handle distressed or angry callers

No prior training required; suitable for all staff who engage with the public or clients by phone.

Session Details

• Duration: 2 hours (live online via Zoom)
• Includes: Downloadable certificate, reflective practice prompts, and key de-escalation tools
• Trainer: Delivered by Phoenix Training & Consultancy Ltd – nationally recognised specialists in trauma-informed, person-centred practice

What You’ll Gain

Participants describe this session as “eye-opening”, “practical”, and “instantly useful”. You’ll leave with:

• A renewed sense of calm and control in high-pressure calls
• Strategies to manage your own emotional responses
• Language frameworks that promote safety and understanding
• A printable “Distress and De-Escalation Quick Reference Sheet” to use at work

About Phoenix Training & Consultancy Ltd

Phoenix Training delivers trauma-informed, person-centred training across the UK, supporting professionals in health, social care, justice, and education sectors.
Our trainers bring lived and professional experience, ensuring every course is practical, evidence-based, and delivered with compassion.

Booking Information

• Price: £45 per participant
• Format: Live interactive online training (Zoom link sent upon booking)
• Group bookings: Discounts available for 10+ participants; email admin@phoenixtraining.org.uk

Reserve Your Place

Places are limited to ensure an interactive and supportive learning environment.
Book now to secure your spot and gain confidence in managing difficult calls with professionalism and care.

Refunds & Terms & Conditions:

1) Eventbrite fees are not refundable.

2) Cancellations with over a month's notice will see you being able to claim a full refund minus the Eventbrite fees mentioned in point 1. There will be the option for you to move your booking date free of charge to another available training date on the calendar if there is space available to do so.

3) No refunds will be given for cancellation at under a month's notice. It will be possible to move your booking free of charge to another available date if there are available spaces to do so.

4) If you do not attend the training, no refund will be given but it may be possible to transfer your booking in exceptional circumstances subject to discussion and availability to do so.

5) Late arrivals will not be admitted entry past 10.30 on the day of training. Moving your date to another available slot in this situation if you have missed the start time will be subject to discussion after the training event has taken place.

6) If the organiser has to cancel the training due to sickness or other unavoidable events, a full refund (including the Eventbrite fees mentioned in point 1) will be given, or an offer will be made for you to transfer your place to another date, which will be added to the training schedule with at least 2-3 months notice.

7) There is a minimum attendance of five per course, should the minimum attendance threshold not be met the organiser reserves the right to offer a place on a different date or a full refund.