This Notes and Minutes, Effective Communication and Productive Meetings course equips delegates with essential skills, techniques and best practices for conducting productive meetings.

Delegates will learn how to document valuable information through clear and accurate minute-taking, capture key facts, identify actions and produce meeting records that are useful, concise and appropriate for the audience.

Who Should Attend?

• Frontline Staff
• Customer Service Representatives
• Complaints Handlers
• Call Centre Agents
• Anyone who handles difficult customer conversations or complaints

Benefits From Attending

• Recognise the factors that lead to challenging customer interactions.
• Develop advanced questioning and listening skills to address complaints effectively.
• Gain techniques to remain calm and professional in high-pressure situations.
• Build confidence to assertively handle difficult conversations while maintaining professionalism.
• Learn how to prevent conflict from escalating and protect customer relationships.

Course Content

• Understanding: Explore causes of customer difficulties and learn to identify key triggers.
• Communication: Understand how face-to-face, phone and written communication affect customer interactions.
• Reactions: Maintain emotional and professional resilience in high-pressure situations.
• Confident Communication: Use strategies to communicate effectively and professionally under stress.
• Turning Complaints Around: Resolve dissatisfaction and transform negative situations.
• Saying No: Use assertive techniques to decline requests while maintaining positive relationships.
• Managing Emotions: Use tools to control anxiety, anger and fear during confrontational moments.
• Conflict Prevention: De-escalate tensions and prevent situations from spiralling out of control.