Customer Service Training

The course offers participants a unique opportunity to improve EQ, continue along the path of effective interpersonal skills and learn to build meaningful connections with others through growing personal awareness. Assertive communication is grown, leading to skill development, potential behaviour modification and attitude shift.

Each individual’s impact upon others carries the stamp of their personal paradigms and strongly influences how successful their relationships – both workplace and private – become.


At the end of the 3 day training programme learners will have:

  • Identified and improved listening and effective communication skills
  • Developed an awareness of personal interactive styles
  • Grown in personal awareness
  • Analysed and practised assertive communication in contrast to aggression and submission
  • Analysed personal stressors and committed to stress management techniques
  • Committed to effective time management and work/life balance adjustments
  • Offered and received interpersonal feedback

Day 1

Effective Interpersonal Communication

  • Introductions and expectations240_F_81554133_fmlw9cXMX5fYwYVlTrHdKQx5Z8NoH0gm
  • Theoretical model for interpersonal skills
  • Introduction to training programme
  • Intention in communication
  • Active listening skills
  • Verbal and nonverbal listening – hearing underlying feelings and meanings
  • Effective responding and connection skills
  • Practice of skills learnt
  • Personal styles and awareness
  • Forward planner

By the end of this module participants will:

  • Have understood the gaps between their perception of their communication style and others;
  • Have set goals to close this gap;
  • Have understood their personal slant in communication situations and the effect of this;
  • Have developed listening and effective responding skills;
  • Have learnt to hear said and unsaid messages;
  • Have evaluated the day’s learnings in terms of goals set.

Day 2

Personal Growth and Assertiveness

  • Personal awareness model
  • Experiential exercises growing personal awareness
  • Individual drawings and presentation
  • Assertiveness – personal awareness and theory
  • Issues of assertive, aggressive, submissive behavior
  • Personal responsibility dynamics
  • Experiential exercises to build and practice assertive behavior
  • Forward planner


By the end of the module participants will:

  • Have understood the model of personal growth;
  • Have moved along the personal growth continuum;
  • Have become more self-aware.
  • During this training day participants learn to give and receive feedback. They learn to take risks and gain self-awareness.


By the end of this module participants will:

  • Have understood the difference between aggression, assertion, submission and the effects of each;
  • Have worked with personal styles and difficulties in this area;
  • Have learnt how to deliver personally responsible feedback;
  • Have practiced assertive behaviour;
  • Have evaluated the day in terms of goals set.


Day 3

Stress Management, Time Management, Work/Life Balance

  • Analysis of personal stressors
  • Theoretical input – Covey
  • Stress management analysis and commitment
  • Work/Life Balance – a myth?240_f_84752733_l0ro2fbglwqdh8albzgrrfggi74uadim
  • Personal time analysis and reaction
  • Awareness of building balance
  • Interpersonal feedback
  • Forward commitment
  • Evaluation of programme


By the end of this module participants will:

  • Have understood the signs and symptoms of stress;
  • Have identified personal stressors;
  • Have worked with models and techniques to manage stress;
  • Have planned ways to manage stress;
  • Have evaluated the model in terms of goals set.



By the end of this module participants will:

  • Have defined time and work / life balance;
  • Have completed a personal time assessment;
  • Have looked at time wasters and how to manage them;
  • Have examined personal values and their implications;
  • Have offered and received personal feedback;
  • Have evaluated the day and training programme in terms of goals set.

Mentoring: (Optional but highly recommended)

  • It is recommended that each delegate that attends training should receive 2x mentoring sessions with one of the LifeLine trainers,
  • Mentoring takes place AFTER the wrap-up session
  • Mentoring is an hour long240_f_70027707_8kuz2ro7wm8ajr7jt80aumm6rnhnkdyj
  • The objective of mentoring is to concretise the learnings from the training and enhance skills learned in order to create behaviour change in the delegate
  • Mentoring sessions are set up between the facilitator and the delegate at times that are mutually suitable at Dell offices or LifeLine Norwood centre if preferred.


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