End confusion and misunderstandings. It is useful in situations where contradictory information exists. It establishes the known facts to clear up conflict, without letting emotions get in the way
Use negative-feeling assertion
Sometimes you're the one feeling angry or emotional on the phone. Negative feeling assertion involves disclosing your feelings with a simple statement that helps you take charge of your feelings and reduce anxiety
Try to work a compromise
Working a compromise means coming up with a true and workable solution that takes into account the needs of both parties.
Deal with aggression
When people are upset or frustrated, they can become angry, abusive, difficult, and unreasonable, particularly on the telephone. Dealing with aggression means allowing the angry party to vent and get the anger out.
Feeling angry or emotional can make you less effective on the telephone because you can't concentrate on what the caller is saying. While you can't control how other people respond, their emotions, or what they say, you can control how you react.
Handling conflict on the telephone requires some degree of assertiveness, Not Aggression. Assertiveness is not about winning. Being assertive means standing up for your basic human rights without violating the rights of others