Effective Communication to Avoid Conflict


“Build confidence with customers, manage complaints effectively & deliver a great customer experience”


Overall Aim:

The aim of this 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.


Who Should Attend:

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



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


Workshop 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


Training method

The training takes the form of a one-day workshop, with group discussions, exercises, case studies and feedback based on individual/group needs.  Each learner receives a workshop manual.  A second follow up mentoring day is provided for inhouse programmes where participants work in a live environment. Up to 10 people can be included on each course.


Training is delivered online over two live classroom sessions (3 hours each) with discussions, exercises, polls and break-out rooms using Zoom. Participants will be required to switch on their laptop video camera and microphone.