Complaint processing

Crisis state

Intercompany communication seminar, theoretical and practical, to improve emotional management during conflict or for project presentation as well as emergency communication methods between management, executives and customers.

Pedagogic goals

  1. To uncover, reveal and control one’s emotions in order to amplify the impact of the message;
  2. To control emotional parameters in order to communicate better;
  3. To develop active listening for a better interpretation.

Target group

This training is intended for any personnel with responsibilities in regular direct and telephone contact with your customers.

  • Managers and Project Manager
  • Team leader
  • Sales


Message transmission – theoretical module

  • Rhythm and energy, communication in case of emergency
  • Risks and opportunities, respect of priorities
  • Active sales listening
  • Flow of information

Emotional communication - practical module

  • Setting parameters for emotions, triggers
  • Crisis negotiation, verbal communication
  • Decision making process, violence
  • Study of concrete cases

Theoretical base elaborated according to PNL principles of synchronization and harmonization
Splitting the discussion to communicate better.  A complete documentation is given to all participants.

At the end of this seminar, you will have:

  • Established practical procedures for managing complaints;
  • Understood the parameters of emotional communication;
  • Acquired negotiation principles.

Our next courses

Man in crisisWednesday September 23, 2020

Terms and conditions
Participants share lunch. Fees have to be paid on time of subscription. 
50% is reimbursed in case of cancelation 14 days prior to the seminar. For any cancellation done less than 2 weeks before the course, fees are unrefundable.


Rue Neuve-du-Molard 24
1204, Geneva

CFF trains
Publiic transportation

8 Periods
1 Day

09h00am until 12h30pm
02h00pm until 05h00pm

Print the program


Course fee: 450.- CHF
Supports: Included
Meal: 40.- CHF
Grand total: 490.- CHF