Effective Language for Challenging Conversations

Course overview

One of LGPro's latest courses helps frontline local government workers manage their most challenging customer conversations.

This online course provides participants with strategies for using a calm, factual, positive and respectful approaches to difficult customer interactions.

The course offers 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 escalated issues.

Participants will leave the session better equipped to maintain loyalty with a customer after managing a difficult interaction. Participants will further:

•   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:
Frontline staff and leaders of frontline staff.

Upcoming Workshops

2024 Online:
2-hour online workshop

Feb 28 
 Online  Fully Booked
 Apr 24  Online  Register Here
 Jun 4 Online  Register Here 

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.


Online: (2 hours)
Time: 9:30am - 11:30am
  • Member: $161 incl. GST
  • Non-member: $214 incl. GST

*Pricing valid to 30 June, 2024

Member prices are valid for the following individual LGPro Memberships:  LGPro Fellow, Professional & Young Professional Members

More information

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

Cancellation Policy: LGPro is an independent member 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 days prior 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.