Duration: 1 day

Date: TBC

Orla Brennan – Customer Service & Communications Trainer

Orla is an experienced trainer specialising in all aspects of Training and Development and Customer Service. Her interactive style of training delivery encourages full participation and facilitates the individual participants achievement of goals. A dynamic, motivated and professional individual with a flair and passion for training. She has an energetic, infectious and inspirational style.

Orla has over 15 years experience in Customer Service, Sales, Account Management and 3rd Level Education. Orla delivers programmes such as – Customer Service, Train The Trainer, Time Management, Sales, Conflict Management, Presentation and Interview skills.

About this course:

Together everyone achieves more. This course is designed to encourage and foster a healthy team dynamic. Give all participants an appreciation of each other’s role thereby reducing conflict and increasing productivity.

Course Content:

Key skills for successful team work:

  • Emotional Inteligence
  • Questioning skills
  • Listening skills
  • Empathic skills
  • Enthusiasm skills
  • Agreement skills
  • Goal-centring skills
  • Humour skills
  • Effort-focusing skills

Understanding behaviour amongst team members:

  • Assertive behaviour
  • Aggressive behaviour
  • Submissive behaviour
  • How to create win-win outcomes amongst team members

Handling Conflict:

  • Taking the initative
  • Understanding the facts and feelings of the other side
  • Looking for agreement trends
  • Identifying the benefits of handling conflict in a professional manner


  • Taking control, how to get your subconscious mind really working to achieve the results you want
  • Feeling positive about yourself
  • Success – our own personal definition of success
  • Using positive language and re-programming yourself


For full course content please call 1800 260006 or email