Effective Communication & Interpersonal Skills for Front-liners

Introduction/Course Description

This two-day Effective Communication & Interpersonal Skills for Front-liners training course focuses on equipping front-liners with practical communication and interpersonal skills that enhance customer interaction and foster teamwork. 

Learning Outcomes

Upon successful completion of this Effective Communication and Interpersonal Skills for Front-liners, participants will be able to:

• • Apply effective verbal and non-verbal communication techniques in customer interactions.

  • Demonstrate active listening skills to better understand customer needs and expectations.

  • Use assertive communication to express ideas confidently while maintaining respect and professionalism.

  • Manage difficult customer situations and resolve conflicts calmly and effectively.

  • Foster positive and productive relationships with colleagues and customers alike.

  • Improve overall workplace communication, resulting in enhanced team performance and customer satisfaction.

Key Topics

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

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 Front-liners training course is ideal for front-liners in customer service, receptionists, support staff, and anyone involved in direct customer or public interactions.