Soft skills and workplace communication
Difficult Conversations and Conflict Resolution
Prepare tense workplace conversations and practise active listening and constructive agreements.
790 AZN
Soft skills and workplace communication / 1:1
Difficult Customers and Complaint Resolution
Listen to complaints, de-escalate tension and agree on a clear resolution within your remit.
Who is it for?
For customer service, reception, after-sales support and operations professionals.
Programme
Practise empathy, fact-finding, explaining boundaries and following up in service conversations. The focus is protecting the existing customer experience.
- Session 1: listening to complaints and separating facts
- Session 2: de-escalation and empathetic response
- Session 3: solutions, boundaries and escalation
- Session 4: customer dialogue simulation and follow-up
What will we work on?
We will build two complaint scenarios and escalation criteria for your sector.
Programme references
These sources informed the topics; this programme is not a certificate or accreditation from those organisations.
Format
Individual live online training only: one participant and one trainer. 4 sessions × 90 minutes (360 minutes total). Zoom / Google Meet; schedule agreed individually.
- Live online
- Zoom / Google Meet
- 1:1
- 1 participant + 1 trainer
- Teaching language
- Azerbaijani
- Schedule
- Days and times are agreed between the trainer and participant.
- Certificate
- A certificate is provided to participants who complete the programme in accordance with AİTM rules.
Expected outcome
You will have response scripts, an escalation map and a customer follow-up template.
Frequently asked questions
How is the schedule arranged?
Days and times are agreed between the trainer and participant.
What language is the training in?
Azerbaijani
Is a certificate provided?
A certificate is provided to participants who complete the programme in accordance with AİTM rules.
AİTM / 1:1
Tell us about your goals
Send an application so we can discuss the programme and schedule.
Related programmes
Soft skills and workplace communication
Feedback and Coaching Conversations
Practise developmental feedback and one-to-one coaching conversations using real workplace cases.
890 AZN
Soft skills and workplace communication
Critical Thinking and Decision-Making
Separate evidence, assumptions and alternatives to make better-supported workplace decisions.
890 AZN
690 AZNApply