Effective Language for Challenging Conversations

Course overview

Provide participants with strategies for using a calm, factual, positive and respectful approach.

This course will offer guidance and strategies for managing all types of challenging customer conversations, encouraging all team members to take a consistent and structured approach to customer interactions, reducing handling times and a drop in escalated issues. Participants will be better equipped to maintain loyalty with a customer after managing a difficult interaction.
•   Learn de-escalation techniques for navigating challenging conversations
•   Have new skills to manage their own response to difficult customers
•   Have practiced how to apply these new behaviours and techniques to a real-world scenario
•   Have the opportunity to build their own customised toolkit to take away and use when interacting with customers, giving them ownership over how they conduct themselves in difficult interactions.

Suitable for:
Front line staff and leaders of front line staff.

Our facilitator:

Janine is a highly accomplished customer contact professional with over two decades of experience managing effective, award winning contact centre teams. Responsible for developing the operations of some of Australia’s best-known and loved brands and customer service leaders, Janine is highly respected throughout the industry. She’s passionate about employee engagement and firmly believes it is an essential ingredient in business success. At CSBA, Janine helps our clients improve their customer experiences through staff coaching and development and assists in driving business improvement by providing leadership coaching and guidance.

Register online below


Online: (2 hours)
  • Member: $153 incl. GST
  • Non-member: $204 incl. GST

*Pricing valid from July 1, 2022 to June 30, 2023

More information

This program can also be run as an in house program for your council. Please contact [email protected] for pricing and further information.
For further information email [email protected] or phone (03) 9268 6400

Cancellation Policy: LGPro is a member, not for profit association and all money generated is used to develop quality professional development activities and services. Our events and programs are budgeted on a minimum number of attendees so providing us with sufficient notice regarding non-attendance is imperative to the success of all our events. Where a substitute delegate cannot be appointed, the following will apply for any cancellations:

7+ business days prior the workshop: full refund and/or transfer available
6 business daysprior the workshop: no refund available, however substitute participants are welcome.
A substitute delegate is encouraged to attend in place of a cancellation.

All cancellations and substitutes must be received in writing by LGPro.
* Transfers to the next available program intake are subject to any applicable fee increases.

LGPro's full cancellation policy.