Effective Communications Skills - Virtual

22 February 2023

Effective Communications Skills


Course Overview:

This includes all types of communication with colleagues and customers. Adapting our style to achieve a positive outcome, building relationships on the Service Desk and with your customers and delivering an excellent customer experience at every contact.

Communication in customer service: Defining customer service and measuring the quality of what we deliver.

  • Characteristics of a Good Service Attitude: the impact it makes and the skills required to deliver this
  • The importance of honouring commitments and acting ethically at all times
  • Cultural awareness and sensitivity: Dealing with language barriers
  • Elements of communication: How we use them on the Service Desk
  • The principles of professional verbal skills: Adapting our style to suit the customer and situation
  • The power of non-verbal communication
  • Active listening – what it is and how to do it
  • Professional Contact Management
  • Managing customer relationships
  • Written communication – Golden Rules and Pitfalls
  • Communication in Conflict Management: The power of empathy
  • Demonstrating confidence even if we don’t always feel it
  • Techniques for dealing with challenging customers and situations
  • Teamwork in communication: The importance to a successful Service Desk
  • Team member responsibilities, managing relationships with internal and external customers
  • Creating a positive Moment of Truth


“A wonderfully passionate and enthusiastic execution of the course. I will implement much of what I’ve learnt and use it to encourage my team”

Stephen Alexander, Audatex


About our one day workshops

The short video below explains some of the different one day workshops available, how they came about and why they benefit IT services on a number of levels.

Virtual Course

This is a fully interactive, instructor-led training experience hosted through SDI’s online training portal. Each delegate is provided with all of the resources and workbooks they need plus a collaborative workspace where they can share ideas with fellow delegates.

The live online training is delivered by a specialist SDI trainer who will guide delegates through the easy-to-use virtual training environment making sure every attendee is comfortable with the tools and environment.

Scroll down to view further info on this workshop…
Who is it for?

Anyone on the Service Desk who has contact with internal or external customers. It suits new analysts and experienced analysts alike as we can all improve our communication within the workplace.

Learning Outcomes

• Explain the impact of communications on the customer experience.

• Demonstrate the communication skills required to fulfil the service and support role effectively

• Explain how to better identify customers’ needs and motivations

• Demonstrate the skills for handling difficult situations

• Asking the right questions at the right time

• Recognize the impact of communication on teamwork and building effective working relationships

Workshop Details

9:00am – 16:30pm
2 refreshment breaks and a 1-hour break for lunch

Prefer to run this workshop in-house?

This workshop can also be tailored for in-house delivery for focused groups or project teams at your premises or virtually.

Find out more by visiting our bespoke and in-house training page here>>

Related Courses

20-22 March 2023
Virtual - at your PC
24-27 July 2023
Virtual - at your PC
4-7 December 2023
Virtual - at your PC
close slider
  • Feel free to get in touch. To ask a question directly please submit your message using the form below.
  • Can we send you updates and offers to help you be brilliant?
  • This field is for validation purposes and should be left unchanged.