Customer Service

Public Facing Communication either Face to Face or on the Telephone What you will learn: Have strategies for diffusing difficult or emotionally charged situations Know how to make the other person feel heard, through good listening technique Understand different communication styles, which creates a fuller understanding of people and dynamics Know how to work towards…

Public Facing Communication either Face to Face or on the Telephone

What you will learn:

  • Have strategies for diffusing difficult or emotionally charged situations
  • Know how to make the other person feel heard, through good listening technique
  • Understand different communication styles, which creates a fuller understanding of people and dynamics
  • Know how to work towards a positive outcome when resolving conflict and engender respect and cooperation 
  • Know how to remain calm and manage your own stress levels in order to think on the spot 
  • Be able to express yourself sensitively and diplomatically
A brilliant session, professionally facilitated. Lots of learning to take away and apply to the day job.
Julie Johnson, NHS Confederation