Course description
Course Overview:
Are you looking to upskill your customer service teams and improve your professional interactions? Join our comprehensive Mastering Effective Communication Training Course designed to equip your frontline with the essential tools and techniques for communicating with confidence, empathy and integrity.
Course Details:
Time: 10:30 AM - 3:30 PM
Duration: 5 Hours
Lunch Break: 12:45 PM - 1:15 PM
Upcoming start dates
Suitability - Who should attend?
This course is ideal for customer service teams at all levels who want to improve their communication skills and achieve the best outcomes for their organisation and clients.
Training Course Content
Course Schedule and Highlights:
10:30 AM - Welcome and Tutor Introduction: Kickstart your day with a warm welcome from our expert tutor. We'll explore your personal goals for the day and set the stage for an engaging and interactive learning experience.
10:45 AM - What Do Effective Communication Skills Look Like?
- Understand the difference between Customer Journey and Customer Lifecycle; the end to end experience.
- Discover how differing communication methods can influence outcomes.
- Learn to adapt your personal communication style for different situations.
- Overcome barriers to effective communication.
- How to use intonation to your advantage (activity).
11:45 AM - The Power of Listening to Your Customer:
- Communicate with confidence, empathy, and integrity.
- Master active listening techniques and ask the right questions.
- Use empathy to understand differing stakeholder perspectives.
- Engage in scenario-based role plays to practice your skills.
12:45 PM - Lunch Break
1:15 PM - Conflict Resolution:
- Learn strategies for handling challenging situations and difficult conversations.
- Handling negative behaviors in a positive manner.
- Understand when and how to escalate situations and the difference between problem-solving and decision-making.
- Participate in scenario-based role plays to solidify your learning.
2:15 PM - Emotional Intelligence:
- Feedback and next steps - lessons learned and self-reflection.
- Supporting stakeholder equality and inclusion.
- Explore the connection between emotional intelligence and mental wellbeing.
3:15 PM - Q & A Session: An open forum to ask any lingering questions and gain further insights from our expert tutor.
3:30 PM - Close: Conclude the day with a comprehensive wrap-up and actionable takeaways.
Benefits of Attending:
- Gain practical communication skills that can be immediately applied in your workplace.
- Improve your ability to listen actively and respond empathetically to customers.
- Learn techniques to manage and resolve conflicts effectively.
- Enhance your emotional intelligence to better support mental wellbeing and inclusive practices.
- Participate in interactive role plays and activities for hands-on learning.
Course delivery details
Can be delivered face to face* or online using Teams/Zoom
*Please let us know if you are interested in Face to Face delivery as minimum numbers will apply.
Why choose CSA Learning
93% of apprentices would recommend CSA Learningt
Rated Excellent by both Employers & Apprentices (gov.uk)
Rated "Good" by Ofsted
Expenses
£295 per person
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About Us CSA Learning* is an award-winning learning and development specialist and an Approved Apprenticeship Training Provider. We support employers across England to train, improve and assess their workforces in our specialist areas of credit and collections, governance, compliance, counter-fraud,...