Human Conversations for Trust, Rapport and Presence

You are here:
  1. Home
  2. Event
  3. Human Conversations for Trust, Rapport…

Human Conversations for Trust, Rapport and Presence

In this 3-hour workshop, you will learn how to build trust and rapport, be present in the moment, and emotionally connect with your customers using the Conversation Cycle. Key topics include: 

  • Rapport & Building Trust: Understand the importance of creating a high level of trust with your customers and how it influences the entire conversation. 
  • Being Present: Learn the mindset of presence and how being truly connected with your customer enhances their experience. 
  • Conversation Cycle: Explore the four elements of a great conversation – Ask, Listen, Acknowledge, Inform, and how to use them to create human, empathetic interactions. 

By the end of this session, you’ll:

  • Use active listening and empathetic acknowledgement to deliver a better experience
  • Apply the Conversation Cycle to structure interactions that feel natural and supportive

Read full course description

Learning outcomes

  • Understand the difference between coaching, mentoring, training and performance management.
  • Appreciate the difference between performance coaching and call coaching.
  • Recognise the benefits and impact that coaching has on performance and engagement.
  • Develop knowledge of the GROW coaching model and skills required to coach effectively.
  • Demonstrate delivery of a coaching session through practice / demo.
  • Apply and practice coaching techniques.

Benefits to your business

  • Effective coaching and training can improve performance by 84%
  • Reduces employee turnover by allowing your teams to feel valued and supported
  • Your team will achieve smarter outcomes, improve on their skills and build on their strengths
  • Boosts team morale and engagement
  • Well-coached teams and individuals are better equipped to handle customer queries, leading to an enhanced customer experience
  • Drive effective results across your contact centre operation with effective coaching

Book your place(s)

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.

Where and when?

Date: Tue 27 Jan 2026

Time: 09:00 - 12:00

Location: Online

Format

Taking place on Zoom.

Who is it for?

For frontline colleagues.

Why should you go?

Master presence and the Conversation Cycle – Ask, Listen, Acknowledge, Inform – to build trust and deliver more natural, empathetic customer interactions.

How much is it?

£300 + VAT for members

£375 + VAT for non-members

Join Today

Not a member?

For details on membership packages and benefits click here.

Join today and get immediate access to member benefits.

Join CCMA »
Go to Top