👥 Target Audience:
- Counter and front-desk employees
- Call center operators
- Customer support and service staff
- Anyone in direct contact with clients or customers
This highly practical and interactive training is designed to equip front-line employees with the key skills to communicate confidently, effectively resolve unpleasant customer situations, and manage emotional pressure in stressful work environments.
Through realistic scenarios, self-awareness exercises, and roleplays, participants develop emotional intelligence, composure, and communication techniques essential for delivering outstanding customer service—even in challenging moments.
🎯 Objectives:
- Communicate clearly, empathetically, and professionally under pressure
- Confidently de-escalate tense or confrontational situations
- Manage stress and emotional triggers in real-time
- Use proven scripts and models for common difficult scenarios
- Maintain emotional stability in high-volume interaction settings
🕘 Session 1: Introduction and Framing
- What is good communication and how to achieve it (personal triggers and stress with reference to positive communication, TA model)
- Accepting responsibility, accountable mindset, player vs. victim perspective
🕙 Session 2: Mastering Communication Under Pressure
- Active listening skills – reference to coaching techniques
- Reframing, paraphrasing
- Skills to recognize the personality type of the person being spoken to – combining personality recognition models
- Verbal vs. non-verbal communication
🕚 Session 3: Working with Difficult Clients
- Negotiation skills
- Model for overcoming resistance
🧩 Activity: Simulation of a difficult phone call or counter request – analysis and trainer feedback
🕛 Session 4: Emotional Intelligence and Self-Regulation
- Empathy – what it is and how we can apply it
- Goleman’s Emotional Intelligence model
🧩 Exercise: Personal stress map + micro-recovery techniques (breathing, self-talk, body reset)
🕒 Session 5: Real Scenarios and Roleplay Lab
🧩 Exercises: Group selection of most common challenges:
- Angry client shouting
- Long queues and customer complaints
- Requests that cannot be fulfilled
- “I want to speak to your manager!” situations
- Simulations with trainer feedback
🕓 Session 6: Conclusion and Personal Action Plan
- Key takeaways and personal insights
- Q&A with the trainer
- Homework assignment