Effective Communication to Avoid Conflict



The aim of this online workshop is to help you develop a greater understanding of the importance of communicating effectively with customers, colleagues and suppliers. You 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 become irate. This includes both internal and external customers.

This is a practical and interactive 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.


Course Duration

Classroom: 1 day

Online: 1 day


Course Objectives

  • After completing the workshop, you 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


Course Content

  • 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



This course is delivered by Karen Somerville, Call Focus

Established in 1999, Call Focus has worked with a wide spectrum of clients in both the consumer and business markets. Customers to date include companies in a variety of sectors including IT, Telecoms, Financial, Educational, Media, Property, Events & Leisure, Travel, FMCG, Services, Charities plus many others extending across many industry sectors.

Call Focus have a wealth of experience in many areas of communications, sales, marketing, and customer service, so they understand that building valuable client relationships is the key to a successful and profitable business.