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Singapore | Orchard Road | Eu Tong Sen Street | Tai Seng

Handling Challening Phone Conversations

IBF Accredited Programme | P200316LPO 

Service Challenges Level 3

8-CPD Hours
IBF Enhanced Funding

Most frustrated people may come across as being overly assertive/ aggressive at the beginning of a call because they want to ensure that you know how they are feeling. Therefore, it is really important to listen to what they are saying before you start to respond or attempt to resolve their issues. 

This course provides you with a framework in managing challenging phone conversations effectively, using techniques such as vocal control and empathetic listening. Participants will also learn how to engage in a conversation based on relationship-building, instead of just trying to 'resolve the issue'.


Learners who complete the programme will receive a Certificate of Completion.

Who Should Attend

Sales, Service and Operations personnel who have to make sales- or marketing-related calls to customers.

IBF Accreditation

The IBF Standards are a set of competency standards for financial skills. These Standards are developed in partnership with industry leaders and provide a professional development and skills roadmap for financial sector practitioners to excel in their respective job roles. They currently cover 12 industry segments in the financial sector.

Handling Challenging Phone Conversations has been accredited under the IBF Standards, and is eligible for funding under the IBF Standards Training Scheme (IBF-STS), subject to all eligibility criteria being met.

Participants are advised to assess the suitability of the programme and its relevance to their business activities or job roles.

IBF and MAS have enhanced course fee subsidies for locals attending accredited or recognised courses up to 90% for training programmes commencing between 8 Apr 2020 and 31 Dec 2021 (both dates inclusive). This existing scheme will also be expanded to include workers in eligible FinTech firms.

For training programmes commencing between 1 Jan 2022 and 30 Jun 2022 (both dates inclusive), IBF and MAS will fund 80% of direct training cost. Singapore Citizens aged 40 years old and above will be eligible for 90% co-funding of direct training costs.


12 Oct


26 Oct


30 Nov


1 Dec


9am to 6pm | Singapore

Course Fee

After IBF Enhanced Funding

Singapore Citizen &

Singapore Permanent Resident

S$42.80 Nett


S$68 Nett



Enhanced Funding is valid for all IBF Accredited programmes that commence between 8 April 2020 and 31 December 2021.

Training Allowance Grant

S$80 Nett 

In addition to the IBF subsidies, Financial Institutions are also eligible for a $10/ hour Training Allowance Grant (TAG) per eligible sponsored employee.


NEW! [Courses commencing between  1 July 2021 and 30 Jun 2022.]

Course Fee

S$400 (Excluding GST)

S$428 Nett (Inclusive of GST)

Related Course:

Cold Call

Warm Conversations


23 Sep 

11 Oct 

Eligibility for IBF Funding

Self-sponsored Individuals

  • Singapore Citizens or Singapore Permanent Residents, physically residing in Singapore.

  • Participant has to complete at least 75% attendance and pass all relevant assessments. 

  • The training organisation reserves the right to recover the funded amount from the participant if he/ she did not meet the eligibility criteria.  

Company-sponsored Individuals

  • Singapore Citizens or Singapore Permanent Residents physically based in Singapore

  • Company must be Singapore-based financial Institutions regulated by MAS (licensed or exempt from licensing by MAS) or FinTech firms certified by Singapore FinTech Association

  • Participant has to complete 75% attendance and pass all relevant assessments commencing between 8 April 2020 and 31 December 2021.

  • Eligible company-sponsored participants will be able to clock CPD hours upon successful course completion

Funding Incentives

  • Institute of Banking and Finance (IBF) Enhanced Funding – Singapore Citizens and permanent residents of all ages are entitled to receive enhance course fee subsidies of 90% for courses commencing between 8 April 2020 and 31 December 2021.

  • Training Allowance Grant for Sponsoring companies – Companies will receive $10 per training and assessment hour upon participant’s successful completion and passing of the assessment for courses commencing between 1 July 2021 to 30 June 2022 (both dates inclusive).  

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