Develop your impact through mastered verbal communication – Leadership & Customer Relations
In a mediation or customer relations context, speaking well is not just a matter of politeness or eloquence. It is one of the most powerful levers for defusing tensions, creating a relationship of trust, and positively concluding sometimes delicate exchanges.
This 1.5-hour e-learning course immerses you in the subtleties of effective verbal communication, specifically designed for mediators and customer relations professionals who must, on a daily basis, calibrate their words, control their tone, and structure their message to better convince, calm, or guide.
Through 6 complementary modules, you will develop solid verbal reflexes that are immediately applicable and adaptable to multiple professional situations:
- Module 1 – Why speaking well changes everything A strong awareness of the real power of words, tone, and clarity in sensitive exchanges. You will understand how verbal communication can transform conflict situations into opportunities for agreement.
- Module 2 – The fundamentals of verbal communication Discover the major models of interpersonal communication, active listening and positive formulation. Learn to decode the perception and reaction mechanisms linked to language.
- Module 3 – Concrete best practices for better expression Know how to structure your messages, choose the right words, adjust your delivery, place your voice and synchronize tone and intention.
- Module 4 – Adapt your communication to each profile and context Identify the different styles of interlocutors and adjust your verbal language to the situation: disgruntled customer, aggressive user, tense colleague, etc.
- Module 5 – Mediation interview simulator Practice in a realistic immersive scenario in front of a virtual character. Work on your vocabulary, tone, and verbal posture in a tense situation.
- Module 6 – Final Revision Quiz Consolidate your knowledge in a large 25-question quiz covering the main points of the course.
What you will master:
✔ Clarify your messages without rigidity
✔ Soothe instead of amplifying verbal tensions
✔ Remain assertive when dealing with difficult interlocutors
✔ Establish a verbally conducive climate for dialogue
Target audience:
– Mediators (internal, social, judicial, etc.)
– Managers and customer relations officers
– Anyone in a listening position or managing conflict situations
Effective verbal communication is not innate. It’s a professional skill that needs to be worked on, adjusted, and perfected. This course gives you all the tools you need to achieve it.
