Develop ‘a can do' but more importantly ‘want to' attitude

The importance of positive communication – body language, voice and tone

Raise awareness of the impact of non verbal communication

Improve core listening skills

Know how to ask the right question without fanning the fires of disappointment

To understand and more importantly apply a range complaint resolution approaches without compromising the business (specific to your business needs)

Develop a range strategies designed to effectively manage and defuse heated situations

Understand their rights and the rights of others

Explore a range coping strategies to help overcome personal pressures