NNTC

  No matter the industry, if your role involves speaking to customers or clients over the phone, chances are you’ve had to deal with a difficult call. From frustrated customers to emotionally charged situations, Dealing with difficult telephone calls is part of the job—but it doesn’t have to be overwhelming. With the right mindset and techniques, you can handle challenging conversations effectively, protect your own well-being, and even turn tense moments into positive outcomes. Let’s explore how. Why Some Calls Become Difficult Before jumping into strategies, it’s helpful to understand why some telephone conversations escalate: Lack of visual cues : Without body language or facial expressions, tone and wording become more critical—and more easily misinterpreted. Stress or urgency : People may call in moments of crisis or when emotions are running high. Unmet expectations : Delays, errors, or unclear communication can quickly lead to di...

  Creating a respectful and inclusive work environment starts with awareness. Bullying and harassment training helps employees understand what unacceptable behavior looks like—and how to stop it. What is Workplace Bullying and Harassment? Bullying is repeated, aggressive behavior intended to intimidate, hurt, or isolate someone. Harassment is any unwelcome conduct based on race, gender, religion, age, disability, or other protected traits that creates a hostile work environment. These actions can be verbal, physical, written, or digital—and they’re never acceptable. Why This Training Matters Protects employees from harmful behavior. Promotes a healthy culture of respect and inclusion. Reduces legal risks for the organization. Empowers people to speak up and take action. What Employees Learn How to Recognize Bullying and Harassment Understand subtle and obvious signs of inappropriate beha...

  UnityWorks' newly launched "Resolve Together" initiative has received widespread recognition for its innovative approach to conflict resolution, particularly through its specialized "Train the Trainer" model that empowers internal leaders to champion respectful workplace culture from within. The program was praised for its strategic structure, real-world relevance, and strong focus on human behavior. By training managers, supervisors, and team leads to serve as in-house facilitators, UnityWorks has created a sustainable, high-impact model for fostering communication, trust, and problem-solving across departments. The Need: A Growing Demand for Conflict Literacy in the Workplace After a series of internal surveys and exit interviews revealed a consistent theme of unaddressed interpersonal tension and misunderstanding, the People Development team at UnityWorks realized that traditional HR-led conflict workshops weren’t enough. While most organizati...