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Customer Focused Communication


A three hour course suitable for all staff who are required to demonstrate effective communication skills in their daily role.  The session will explore how and why we communicate and how to communicate with those with special or different needs, providing participants with skills and knowledge and a variety of tools to communicate effectively with customers/patients and colleagues.

This is a learner centered course which will include interactive exercises, group discussion and workbook activities.  For further professional development we recommend the ‘Customer Care and Conflict Management’ course which compliments this session on communication.


  • Why we communicate
  • How we communicate
  • Types of communication
  • Challenges to communication
  • Stepping Up to Challenges to communication
  • Communication and special needs
  • Building Rapport
  • Patience and Empathy
  • Privacy and Dignity
  • Confidentiality



Validation Period

3 Years


3 hours


This course is delivered in-house for a flat charge of £345 for up to twenty delegates attending.  All certificates and materials are included.  No VAT is charged.

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