In today’s fast-paced contact centre environment, one size doesn’t fit all. Customers come with different personalities, expectations, and emotions—and your ability to adapt your communication style can make or break the experience.

This is an interactive, high-energy session designed to help you recognise communication preferences, flex your approach, and build trust quickly. Through real-world scenarios and practical techniques, you’ll learn how to turn challenging conversations into positive outcomes and create memorable customer experiences.

By the end of this session, you’ll:

  1. Identify the four primary communication styles and their impact on customer interactions.
  2. Recognise cues that reveal a customer’s preferred style—tone, pace, and language.
  3. Adapt your communication approach to build rapport and reduce friction.
  4. Apply techniques for handling difficult conversations with empathy and confidence.
  5. Enhance customer satisfaction and loyalty through personalised communication strategies

Learning outcomes

By the end of this workshop you will be able to;

  • Adopt a Strategic Leadership Mindset: Embrace a philosophy that aligns your leadership style with your desired outcomes.
  • Master the Balance of Leadership and Management: Clearly distinguish between leading and managing and learn how to strike the perfect balance.
  • Shift from Functional to Enterprise Thinking: Move beyond individual contributions to consider the entire organisation’s success.
  • Unlock the Power of Conscious Leadership: Discover ten key principles that will enhance your leadership effectiveness.
  • Enhance Mindfulness and Collaboration: Identify opportunities to lead with greater mindfulness and foster a more collaborative environment.
  • Craft and Execute a Strategic Plan: Begin creating, sharing, and implementing a strategic plan tailored to your unique context.

Benefits to your business

Elevated Leadership for Organisational Growth: Foster expanded thinking that advances your leadership and drives your organisation’s development.

  • Holistic Performance Achievement: Adopt a comprehensive approach to hitting performance goals across your entire organisation.
  • Strategic Confidence for Better Results: Build confidence in crafting and communicating strategies that deliver superior outcomes.
  • Boosted Engagement and Alignment: Enhance team engagement and ensure alignment with organisational goals.

Course content

  • Be Do Have Mindset: Embrace a powerful philosophy for strategic leadership.
  • From Function to Enterprise: Navigate the journey to becoming a true enterprise-wide leader.
  • Principles of Conscious Leadership: Explore essential principles to lead with intention and awareness.
  • The Mindful Leader: Gain insights into the factors influencing your leadership style.
  • The Collaborative Leader: Understand how to connect and lead effectively with others.
  • The Strategic Leader: Lead with vision and purpose, driving your organisation forward.

About the trainer

Mike Axford

Mike started his career in the contact centre industry over 25 years ago and is now an enthusiastic and passionate trainer with a wealth of experience.

Mike has been an associate of the CCMA Academy for ten years and has extensive experience delivering training programmes to customer service and sales frontline advisors and team leaders.

He’s an engaging trainer with a natural ability to bring products and services to life, delivering creative solutions to meet and exceed the clients’ needs. He is a confident and dynamic presenter with a genuine passion for Learning & Development. Mike has trained high profile clients and has also developed, designed and delivered training globally to diverse cultures including South Africa, India and the USA.

Mike is a qualified trainer and holds the CITP (Certificate in Training Practice), CIPD.

Upcoming Dates

Pick a date below and fill in the booking form to reserve your place and places for colleagues. We will raise an invoice, so if you need to provide a purchase order number, please do so in the form or email it to info@ccma.org.uk.

Adapting Your Communication Style with Customers

Adapting Your Communication Style with Customers

Date: Thu 26 Feb 2026
Where: Online
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Adapting Your Communication Style with Customers

Adapting Your Communication Style with Customers

Date: Tue 31 Mar 2026
Where: Online
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Adapting Your Communication Style with Customers

Adapting Your Communication Style with Customers

Date: Tue 19 May 2026
Where: Online
Book now »

Format

Taking place on Zoom.

Who is it for?

For frontline colleagues.

Why should you go?

Because great conversations aren’t just about words—they’re about connection.

How much is it?

£300 + VAT for members

£375 + VAT for non-members

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