In conjunction with colleagues from the Department of Languages, Information and Communication, we can provide CPDs relating to Customer Service Interaction, Interpersonal Communication, and Negotiation.

Customer Service Interaction

We specialise in creating tailor-made CPDs and training courses related (but not limited) to the following broad areas:

We can also work with you on site to address communication issues specific to your business.

Our researched-based and linguistically informed approach to customer service encounters will allow you to look at these encounters from an innovative perspective. In contrast to prevalent training approaches, our approach prioritises language as the main tool of customer service communication. We aim to demonstrate to you, your business partners and your customers, that changing the way you talk with your customers will ultimately change the way they talk about your company.

Interpersonal Communication

The term ‘interpersonal communication’ is frequently used as an umbrella term to label a variety of training courses on successful communication in a variety of settings. For us, interpersonal communication is about the successful and effective use of the linguistic resources that you have at your disposal.

How do we teach interpersonal communication? We have worked on translating research findings in areas such as linguistic pragmatics, sociolinguistics and discourse studies into ready-to-use communication tools that will not only change the way you perceive interpersonal communication, but will also make your communication more effective and rewarding.

As with our other training courses, we are ready to work with and alongside you to make sure that we understand your business setting. This will enable us to prepare a course that will address the communication issues that your team or organisation find particularly challenging. 

Negotiation

As language users, we negotiate meaning in every interaction we have with other language users. In the customer service business, negotiating the price of service is its raison d'être.  In diplomacy, the outcome of political negotiations may have an impact on whole societies.

How do we teach negotiation? As is the case with all our CPDs and training courses, our starting point is making sure that we understand why and how we might improve your negotiating skills in your particular context. Our approach emphasises how negotiation is a dialogue between  two (or more…) involved parties, and thus draws upon concepts and theories taken from both psychological and linguistic research.

 

arrow For an informal discussion of your requirements or to find out more, contact Piotr Jagodzinski.

 

Read more about the Languages, Linguistics and TESOL teaching staff

Contact us for more information:

Telephone: +44 (0)161 247 3931, Email: languagecentre@mmu.ac.uk