We delivered two Communication Skills courses for Scottish Power teams that were tailored to their customer facing roles within the energy sector. Participants built skills to strengthen workplace communication and manage conflict effectively.
We utilised particpants' experiences to embed examples that capture conflicts and situations they handle regularly. Considering the fast-paced nature of their work, we wanted to focus on skills that would enhance their day-to-day processes and streamline communication. This included looking at:
Throughout both sessions, we covered key skills that can be used to enhance communication and diffuse tension in a variety of scenarios.
The courses combined group discussions, small-group exercises, and individual reflection. This balance allowed participants to test new approaches, connect theory to practice, and explore different types of conversations via pratical scenarios. Participants took home a host of new skills that they could use in their personal and professional lives.
Feedback was very positive. The Conflict Resolution course, in particular, was seen as a reminder of the responsibility all staff share in maintaining strong workplace relationships. Attendees highlighted the benefit for customer-facing roles and felt that wider access to this type of training would bring advantages for both the business and its customers.