Key Steps to Speak and Communicate with Impact

Learn the art of impactful communication and create captivating customer experiences through our practical and experiential programme. Equip your team with the necessary skills, values, and attitudes to succeed in your environment. They will master effective articulation, rapport building, impactful communication, and empathetic handling of customer complaints.

2-Day Programme

Max 20 Learners

Virtual or In-Person

Who Should Attend?

Individual Contributors. Team Leaders. Managers. Senior Executives.

Why Attend?

This interactive and practical 1-day programme is the first step to understand and apply the principles of emotionally intelligent communication to enhance both verbal and non-verbal acuity for maximum impact. You will learn how to synthesise complex business information into a coherent and impactful storyline. This will enable you to communicate appropriately in various business contexts and adapt your content to the needs of your audience. This programme will help you with the distinction of knowing how to say what needs to be said, in a way that fosters desired results and maintains high levels of professionalism. Combined with practical strategies to gain social confidence, build relationships and influence with integrity, we’ll support you to become a stronger communicator.


What Will You Gain?

After this programme, you will:

  1. Use verbal and non-verbal communication for maximum impact
  2. Improve your tone of voice and articulation in five simple, yet powerful ways
  3. Listen actively and show empathy appropriately and professionally
  4. Match yourself to your customer, build rapport and meet unique needs
  5. Take ownership for managing relationships and achieving outcomes
  6. Replace negative responses that kill communication and rapport
  7. Diffuse challenging situations and gain ways to work with ‘difficult’ customers
  8. Communicate with impact and professionalism telephonically
  9. Create and leave professional impressions and a build a powerful personal brand
  10. Take Key Steps to really ‘be the difference that makes the difference’

How It Will Help You?

Fortunately communicating with impact and providing a captivating customer experience can be learnt. This practical and experiential programme will support your team to build and manage relationships with internal and external customers. It focuses on the knowledge, skills, values, attitudes and behaviours required to achieve success in your environment. They will learn to articulate themselves better, build rapport, communicate with impact and show empathy in the face of customer complaints.

What Learning Materials Are Included?

We supply the following for virtual and face to face training:

  1. Comprehensive learner manual
  2. Digital cue cards with quick tips and shortcut keys
  3. Highly practical, integrated and engaging learning experience

For all virtual sessions we provide an end-to-end service including:

  1. Scheduling and hosting of all Microsoft Teams sessions
  2. Delegate invitations and reminders
  3. All related training correspondence and IT support during workshops


Thank you for the very valuable training. The feedback from the team has been exceptional and we can see the change in the quality of writing already. I also really appreciate the feedback you gave to the management team; it is very meaningful, and most points are very easily remediated. We look forward to continued engagement with you.

Aven Kistan

Head: Voice Branch Service Consumer and High Net Worth SA, Standard Bank

Empowered our bankers to significantly increase our NPS!

Your training came highly recommended as it has really empowered our bankers to significantly increase our NPS. Having worked with you, I can see why as there is such a lot of value to be gained from each session. Thank you for all your efforts, Sharon and the flexible and practical way you worked with our team. We can see the difference.

Nkoebe Motlhajoa

Social Media Manager, Standard Bank

Professional and personalised!

We approached Sharon and her team to design a course that would meet our requirements with our engineers and their customer interactions. At the same time, she also worked with the call centre team to ensure more professional and seamless interactions. The whole process they follow offers a very professional and personalised service. The way it was presented grew the individual’s knowledge and the continual interaction made sure that nobody got lost during the course, which meant that the overall learning showed itself in the coming months in our business. I highly recommend Sharon and her team and have worked with her on many occasions the past 13 years.

William Hodson

Technical Manager, Siemens Healthineers