Introduction/Course Description

This two-day Effective Communication & Interpersonal Skills for Front-liners training course equips participants with practical techniques to enhance communication, foster rapport, and adapt to diverse customer interactions. 

Through interactive sessions, real-world case studies, and role-playing, participants will develop key skills such as active listening, clear articulation, and conflict resolution.

Learning Outcomes

Upon successful completion of this Effective Communication and Interpersonal Skills for Frontliners training course, participants will be able to:

• • Enhance customer service communication by mastering verbal, non-verbal, and empathetic interactions.

  • Develop active listening skills to understand customer needs better and improve service quality.

  • Strengthen assertiveness to handle difficult conversations professionally and with confidence.

  • Improve the ability to manage and meet customer expectations effectively.

  • Build strong interpersonal relationships through trust, rapport, and teamwork.

  • Learn conflict resolution and problem-solving techniques for handling customer and workplace challenges.

  • Apply professional communication best practices for continuous improvement and long-term success.

Key Topics

Day 1 Theme:
Mastering Customer-Focused Communication

Module 1: Foundations of Effective Communication

Module 2: Active Listening Skills

Module 3: Assertive Communication for Front-liners

Module 4: Understanding and Managing Customer Expectations

Day 2 Theme:
Building Strong Interpersonal Relationships in the Workplace

Module 5: Conflict Resolution and Problem-Solving

Module 6: Building Positive Interpersonal Relationships

Module 7: Handling Difficult Customers with Grace

Module 8: Professional Communication Best Practices

Who Should Attend?

This Effective Communication and Interpersonal Skills for Frontliners training course is ideal for frontliners in customer service, receptionists, support staff, and anyone involved in direct customer or public interactions.