Training approach

This course is being delivered by Psypotential and is based on an interative and learner-centred methology, that is based on cutting edge principles of adult learning. This consists of scientifically proven methods of brain compatible learning that maximises retention and application of the context as well as the transfer of learning to the everyday practical reality of the participants' context.

Course structure

The programme will consist of 8 hours with sessions being four hours long. In the case that this course is held online, this will consist of 6 hours. The sessions will include the following topics:

• Understanding our customers, their importance and their needs and being customer centric.
• Understanding how we impact customers with our presence (incl. maintaining a professional appearance, grooming, dress, behavior, etc.).
• Communicating positively and effectively through face-to-face and voice-to-voice communication. (Greeting customers, managing complaints, giving instructions).
• Understanding the impact of body language and tone of voice.
• Learning the skill of effective listening, empathy and asking the right questions.
• Freedom of information and data protection awareness.

The University of Malta’s Corporate Communication Policy will be kept at the forefront of all of the topics delivered.