This focused session equips frontline customer service professionals and their team leaders with practical strategies and tools to manage stress, build resilience and sustain performance. Participants will leave with a daily workplace resilience toolkit.
Our workshops can be delivered exclusively for your organisation (either virtually or physically) or booked via our scheduled open courses which are available to all members.
Apply the full learning experience into your organisation with tailored case studies and examples (enquire on availability).
Gain insight with diverse perspectives, sharing best practice and networking opportunities.
Book a place today on the following dates:
The workshop will employ a mix of lectures, discussion groups, and scenario analyses to facilitate a deep understanding and practical application of the material. Participants will receive a workshop kit that includes a selection of key presentation slides, a self-assessment tool, and access to online resources for continued learning.
- Understanding emotions & the emotional cycle – exploring key trigger points and their impact on how we feel and respond.
- Managing stress & recognising burnout – practical ways to reduce stress and spot early signs of burnout in yourself and others.
- Exploring the stress-performance curve, early warning signs of burnout, and how prolonged emotional cycles affect wellbeing.
- Emotional regulation tools & techniques – Simple strategies to stay calm, focused, and in control during challenging moments.
- Building daily resilience at work – everyday habits that strengthen resilience and support long-term wellbeing.
“5 star, would definitely benefit the rest of the company that may lack in some areas of customer service.”
“Useful and enjoyable course, necessary for every organisation. Leo was an excellent trainer.”
“It’s been great taking time out and implementing new service plans.”
“Any organisation wanting to enhance the service they offer and improve customer satisfaction should definitely consider enrolling their staff on this course.”
“I found the sessions informative, well-balanced, and thought-provoking.”
“Brilliant course, would recommend to colleagues looking to enhance their customer service skills.”
We use Zoom as our preferred platform.
A reliable internet connection, a laptop/computer with a microphone and camera; paper and pen for notetaking.
An Academy Learning & Development Consultant. You can see who our experts are here.
Your environment – ensure you are in a comfortable location and remove any distractions. Make sure you have tested your connection to Zoom.
Our Academy workshops are only open to members – find out more about becoming a member here.
There may be others attending from other member organisations, presenting an opportunity to network and share thoughts and ideas on the subject.
