LSS Professional Development:Call Control
Presented by Ry Johnson Mount and Trenessa Allen
Call control
What is it and why does it matter?
Call control is the ability to manage the direction, flow, and efficiency of a conversation to effectively meet caller aka learner needs. While call control is defined as a combination of tech usage and impact skills, today we'll primarily focus on impact skills Why does it matter?
- You are the expert
- Time management
- Emotional boundaries
- Ensuring outcomes
Prepare for the call
Be prepared
Setting boundaries with transfers
Handling blind calls
Research before calling
Know your audience and topic:
If a learner requests a call without details or an urgent call, consider letting it go to voicemail to gather more context before responding. This helps avoid entering a call unprepared, especially in crisis situations.
Use the information provided to review learner accounts and prior communications, giving you an advantage and preventing being caught off guard.
Understanding who you are speaking with and the topic beforehand allows for better preparation. Requesting more information before the call helps set expectations and enables effective assistance.
When calls are transferred from others without context, request a brief synopsis before accepting to maintain control and prepare adequately.
Set an agenda
Setting an agenda at the beginning of a call gives you and the learner a road map to follow
Keeps the conversation focused Respects the learner’s time Builds trust and professionalism Ensures key points are covered Reduces anxiety
Agenda examples
Mid call agenda
Cold call/appointment
Following up with an email or text
Intro meeting
"Today I'm want to tell you a bit about me and my role, get to know you a bit better, and talk about program expectations. Then if you have any questions, we'll go over those and then set up time to check in and best ways to stay in touch.
Paraphrase the learner question/issue, then set an order that you will address it.
"I have some things I want to cover today, but I want to make sure to answer any questions you have." Then set the order you will cover them in.
I know you had some questions about *paraphrase*, anything else you want to make sure we cover today?
Structure a space for questions and ask closed ended questions
Answers about questions
Giving a space for questions helps ensure the listener feels heard and ensures that you are still guiding the flow of the call. "Before I dive into what I want to talk about today, what questions or topics do you want to make sure we cover""I have a few things that I want to make sure we cover today, then at the end if you still have questions we can go over those. Does that sound good?"
Closed ended questions give the learner input without openeing the door for a tangent. Closed questions are questions that can be answered with a yes/no, open ended questions require explaining
E🞗M🞗o🞗t🞗i🞗o🞗n
Managing anger on calls:
Maintain emotional detachment:
Differentiate between anger directed at you and anger about the situation. Set boundaries calmly if the anger is personal, and encourage the caller to calm down before continuing the conversation.
Avoid becoming emotionally involved in learners’ crises to prevent being overwhelmed. Keep confidence and control by focusing on information and next steps rather than the emotional content of the call.
PAraphrase paraphrase paraphrase
Make sure that you understand the problem and makesthe learner feel heard
Questions
Paraphrasing a vent session then turning back to what steps to take next
Venting
Paraphrasing shows active listening
Even when learners are just throwing verbal spaghetti, paraphrasing back to them shows that you are understanding them and helps stay on track.
You're still here to support them but yelling at you isn't going to change things
Big mad but the answer is still no
We know it. We love it. We hate it. But reminding learners of the original question or "circling back" can get you back on track
Circle back
Interupting strategist who?
Sometimes you have to interrupt, for better or worse!
Active listening and multitasking
Putting a stop to it
During emotional or crisis calls, listen attentively while simultaneously pulling up relevant information and taking notes to manage the conversation effectively. Interrupt politely after a few minutes to summarize and guide the discussion.
"Learner, I understand this has been a frustrating experience and not what you were hoping for. At this point, it seems we’re starting to go in circles, and I don’t want to add to that frustration. I’ll go ahead and pause this conversation for now and follow up once I have more information to share."
Set action items
What I'm going to do
"Sounds like we have a plan"
What you're going to do
Action items are a good way to bring a call to a close. It helps the learner see that there is plan to progress, how you are going to support them, and gives them a deadline
Follow up
Put boundaries around your follow ups and back it up!
Use examples of what has worked in the past and give close ended options
Questions?
Thank You Very Much
LSS Professional Development:Call Control
Ry Irene
Created on September 24, 2025
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Transcript
LSS Professional Development:Call Control
Presented by Ry Johnson Mount and Trenessa Allen
Call control
What is it and why does it matter?
Call control is the ability to manage the direction, flow, and efficiency of a conversation to effectively meet caller aka learner needs. While call control is defined as a combination of tech usage and impact skills, today we'll primarily focus on impact skills Why does it matter?
Prepare for the call
Be prepared
Setting boundaries with transfers
Handling blind calls
Research before calling
Know your audience and topic:
If a learner requests a call without details or an urgent call, consider letting it go to voicemail to gather more context before responding. This helps avoid entering a call unprepared, especially in crisis situations.
Use the information provided to review learner accounts and prior communications, giving you an advantage and preventing being caught off guard.
Understanding who you are speaking with and the topic beforehand allows for better preparation. Requesting more information before the call helps set expectations and enables effective assistance.
When calls are transferred from others without context, request a brief synopsis before accepting to maintain control and prepare adequately.
Set an agenda
Setting an agenda at the beginning of a call gives you and the learner a road map to follow
Keeps the conversation focused Respects the learner’s time Builds trust and professionalism Ensures key points are covered Reduces anxiety
Agenda examples
Mid call agenda
Cold call/appointment
Following up with an email or text
Intro meeting
"Today I'm want to tell you a bit about me and my role, get to know you a bit better, and talk about program expectations. Then if you have any questions, we'll go over those and then set up time to check in and best ways to stay in touch.
Paraphrase the learner question/issue, then set an order that you will address it.
"I have some things I want to cover today, but I want to make sure to answer any questions you have." Then set the order you will cover them in.
I know you had some questions about *paraphrase*, anything else you want to make sure we cover today?
Structure a space for questions and ask closed ended questions
Answers about questions
Giving a space for questions helps ensure the listener feels heard and ensures that you are still guiding the flow of the call. "Before I dive into what I want to talk about today, what questions or topics do you want to make sure we cover""I have a few things that I want to make sure we cover today, then at the end if you still have questions we can go over those. Does that sound good?"
Closed ended questions give the learner input without openeing the door for a tangent. Closed questions are questions that can be answered with a yes/no, open ended questions require explaining
E🞗M🞗o🞗t🞗i🞗o🞗n
Managing anger on calls:
Maintain emotional detachment:
Differentiate between anger directed at you and anger about the situation. Set boundaries calmly if the anger is personal, and encourage the caller to calm down before continuing the conversation.
Avoid becoming emotionally involved in learners’ crises to prevent being overwhelmed. Keep confidence and control by focusing on information and next steps rather than the emotional content of the call.
PAraphrase paraphrase paraphrase
Make sure that you understand the problem and makesthe learner feel heard
Questions
Paraphrasing a vent session then turning back to what steps to take next
Venting
Paraphrasing shows active listening
Even when learners are just throwing verbal spaghetti, paraphrasing back to them shows that you are understanding them and helps stay on track.
You're still here to support them but yelling at you isn't going to change things
Big mad but the answer is still no
We know it. We love it. We hate it. But reminding learners of the original question or "circling back" can get you back on track
Circle back
Interupting strategist who?
Sometimes you have to interrupt, for better or worse!
Active listening and multitasking
Putting a stop to it
During emotional or crisis calls, listen attentively while simultaneously pulling up relevant information and taking notes to manage the conversation effectively. Interrupt politely after a few minutes to summarize and guide the discussion.
"Learner, I understand this has been a frustrating experience and not what you were hoping for. At this point, it seems we’re starting to go in circles, and I don’t want to add to that frustration. I’ll go ahead and pause this conversation for now and follow up once I have more information to share."
Set action items
What I'm going to do
"Sounds like we have a plan"
What you're going to do
Action items are a good way to bring a call to a close. It helps the learner see that there is plan to progress, how you are going to support them, and gives them a deadline
Follow up
Put boundaries around your follow ups and back it up!
Use examples of what has worked in the past and give close ended options
Questions?
Thank You Very Much