This 3-hour workshop focuses on handling challenging customer emotions such as anger and frustration. You will learn techniques for delivering bad news and using emotional intelligence to navigate high-emotion scenarios. Key topics include: 

  • Communication Skills: Explores the Mehrabian model – body language, tone, and words – and how positive language can affect the outcome of a tough conversation. 
  • Difficult Conversations: Discover techniques for behavioural adaptation in high-emotion scenarios. Explore Stephen Covey’s ‘Emotional Bank Account’ theory to protect emotional trust with your customers. 
  • Delivering Bad News: Gain skills for structuring both verbal and written communication to deliver difficult messages with compassion. 
  • Communication Skills: Explores the Mehrabian model – body language, tone, and words – and how positive language can affect the outcome of a tough conversation. 
  • Difficult Conversations: Discover techniques for behavioural adaptation in high-emotion scenarios. Explore Stephen Covey’s ‘Emotional Bank Account’ theory to protect emotional trust with your customers. 
  • Delivering Bad News: Gain skills for structuring both verbal and written communication to deliver difficult messages with compassion. 

By the end of this session, you’ll:

  • Recognise emotional cues and respond with empathy and clarity
  • Use the Emotional Bank Account model to maintain trust even in difficult moments
  • Apply structured techniques to reduce intensity and deliver difficult messages with compassion
  • Leverage tone, language and words to reinforce trust and clarity

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. He is an enthusiastic and passionate trainer with a wealth of experience.

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.

Navigating Difficult Conversations with Empathy and Confidence

Navigating Difficult Conversations with Empathy and Confidence

Date: Tue 27 Jan 2026
Where: Online
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Navigating Difficult Conversations with Empathy and Confidence

Navigating Difficult Conversations with Empathy and Confidence

Date: Tue 24 Feb 2026
Where: Online
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Navigating Difficult Conversations with Empathy and Confidence

Navigating Difficult Conversations with Empathy and Confidence

Date: Thu 2 Apr 2026
Where: Online
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Navigating Difficult Conversations with Empathy and Confidence

Navigating Difficult Conversations with Empathy and Confidence

Date: Tue 9 Jun 2026
Where: Online
Book now »

Format

Taking place on Zoom.

Who is it for?

For frontline colleagues.

Why should you go?

Learn to defuse high‑emotion interactions and deliver difficult news with empathy. Use emotional cues, tone, and the Emotional Bank Account to preserve trust and clarity.

How much is it?

£300 + VAT for members

£375 + VAT for non-members

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