Using AI tools to engage in difficult conversations with empathy and clarity.
- Apply empathic listening and rapport-building techniques.
- Use consultative questioning to uncover customer needs.
- Practice active listening, paraphrasing, and summarizing.
- Demonstrate control of tone, pace, and clarity in conversations.
- Confidently de-escalate difficult interactions.
Audience: Contact centers / call centers.
Duration: 4 hours or 1 hour
Methodology: Interactive lecture, guided practice, roleplay, group discussion, reflection
Learning Objectives
By the end of this workshop, participants will:
- Apply empathic listening and rapport-building techniques
- Use consultative questioning to uncover customer needs
- Practice active listening, paraphrasing, and summarizing
- Demonstrate control of tone, pace, and clarity
- Confidently de-escalate difficult interactions
Agenda
Introduction & Icebreaker (15 min)
Activity: “Most Difficult Customer I Ever Had”
Core Skills (45 min)
Empathic listening.
Rapport building and personal connection.
Consultative questioning.
Active listening.
Tone & clarity.
Activity: “Bad Call vs. Good Call.”
Guided Practice (45 min)
Activity: Roleplay
Break (15 min)
AI Feedback (60 min)
Reflection & Application (45 min)
Wrap-Up (15 min)
Checklist & Reference Materials
Tools
- Generative chats (ChatGPT or Copilot)
Ivan Gris 