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Looking at communication skills


In this module:

  • A fun drawing task in pairs highlighting the importance of effective communication.
  • An insightful exercise on the importance of meeting and greeting.
  • A group brainstorming session identifying common causes of miscommunication.
  • An activity analysing delegate’s previous experiences to determine the causes of poor customer service.


  • To identify different methods of effective communication.
  • To recognise barriers in communication and find solutions to overcome them.


1 hour, 15 minutes.

Group size:

Ideally, 4-16 people per session.

Useful for:

Those with a customer service responsibility.

You’ll need:

Trainer pack and handouts:

  • Handout 4 – Communication exercise.
  • Handout 5 – Meeting and greeting standards.
  • Handout 6 – How we respond to and communicate with others.
  • Handout 7 – How we interpret others.
  • Blank sheets of A4 paper (you need to provide).


If you need these training materials translated into another language, please contact us for a quote.


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