Effective Communication to Avoid Conflict


1 day, 10:00 AM - 05:00 PM


Session information


Effective Communication to Avoid Conflict
10:00 - 17:00
1 day
    • €95.00 incl. 0% - tax exempt


    The aim of this online workshop is to help staff develop a greater understanding of the importance of communicating effectively with customers, colleagues and supplier on the telephone and on a face-to-face basis. Participants will learn the importance of managing and dealing with expectations in every conversation and effectively deal with complaints in a calm and assertive way, without reacting inappropriately or cause the person to both irate. This includes both internal and external customers.

    This is a practical and interactive online workshop, the course is designed for people who communicate directly with internal and external customers by telephone, video conference or face to face – includes all levels of staff, showroom, frontline, retail, customer service, yard assistants, technical support, administration, reception etc.



    After completing the workshop, each participant will be able to:

    · Build confidence with colleagues and customers, whilst portraying a helpful and friendly attitude

    · See things through the eyes of the other person & prevent complacency

    · Embrace body language & the power of the phone to influence others and make the connection

    · Talk to customers in their own language - know what to say and how to say it

    · Encourage feedback and make it easy for people to complain

    · Learn to actively listen, ask the right questions & show empathy

    · Be calm and assertive when dealing with different personalities and irate customers and colleagues

    · Avoid defensive behaviour and trigger words that irate others even under pressure

    · Resolve complaints and difficult situations in a confident and competent manner

    · Keep promises, keep people informed, meet expectations & respond quickly and effectively



    · The importance of a positive attitude to build trust & create great impressions

    · Think of a complaint as a gift – an opportunity to resolve complaints

    · The traffic lights philosophy for measuring a person’s reaction

    · Distinguish between control and influence for a positive outcome

    · The power of body language & the phone to get people on-side & make a connection

    · Understand what customer’s really want - ask the right questions & listen intently

    · Tone of voice – it’s not what we say, it’s how we say it

    · Avoid trigger words & be assertive – the appropriate behaviour for interacting with others

    · Work under pressure to defuse difficult situations – deal with criticism, remain calm & show empathy

    · Excel in service recovery management & always follow up - from complaint to satisfaction


    Delivered by Karen Somerville, Call Focus