Course Overview

This one day interactive workshop covers many aspects of Effective Communication Skills including;

Customer Service and Communications

During this lesson students will:

  • Study the impact of communications on the customer experience
  • Review the importance of having a good service attitude and the characteristics and skill required to achieve it
  • Discuss the importance of meeting commitments and delivering service excellence
  • Recognise the value, importance, and benefits of effective customer relationship management
  • Study the importance of cultural awareness and sensitivity in service and support environments

Effective Communication Skills and Competencies

During this lesson we will:

  • Learn about the importance of effective communication and listening skills
  • Recognize the difference techniques to use for face-to-face, telephone and written communication
  • Discover the value of good questioning skills, and the different types of questions that we ask
  • Identify ways to ensure your communications and your calls are effective and managed
  • Learn about the importance of getting it right when you write

Communication and Conflict Management

During this lesson we will:

  • Learn about empathy and how it should be used
  • Examine assertiveness, confidence and emotional intelligence
  • Recognise the importance of having effective conflict management and resolution skills
  • Identify how to deal with challenging situations
  • Review the importance of effective negotiation
  • Recognise the importance of being confident

Teamwork and Communication

During this lesson we will:

  • Examine the importance of teamwork in a service environment
  • Examine the importance of developing good relationships with colleagues
  • Recognise the value and benefits of developing effective relationships with other teams

Learning Outcomes
On completion of this course you will be able to:
• 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
  • Recognise the impact of communication on teamwork and building effective working relationships

Where?                  etc venues london map

etc.venues, Bonhill House,
1-3 Bonhill Street






This course can also be delivered in-house: please call 01689 889 100 for more details


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