• To help your team develop a shared approach to verbal communication, so the public experiences consistency and professionalism across all interactions.

• To practise vocal, physical and pacing techniques that make speech clearer and more respectful in multicultural and high-pressure settings.

• To strengthen the way the team manages tone and body language when asserting boundaries, reducing the risk of escalation or complaint.

• To develop practical ways to simplify spoken language and avoid jargon or idioms, supporting accessibility and reducing repeat explanations.

• A team that projects confidence and respect, improving trust and satisfaction among the communities it serves.

• Fewer misunderstandings and avoidable complaints linked to tone, body language or perceived disrespect.

• Clearer expectations and shared standards for how staff communicate, making services feel more joined-up.

• Practical tools and techniques that reduce rework, escalations and grievance costs.

• Greater confidence and resilience in staff, supporting wellbeing and retention.

Stage 1 – Pre-course survey
Participants complete a short survey exploring:

• Which interactions feel most challenging to handle verbally.

• Situations where cultural differences or communication style have led to tension.

• What they most want to improve about their delivery.

This shapes the training and highlights real-world gaps.

Stage 2 – Full-day face-to-face or virtual training
A practical, high-energy day focused on tone, rhythm, pacing, presence and body language. Based on Teamshaper’s Present module, adapted for frontline service teams.

Stage 3 – Two-hour virtual follow-up session (one month later)
We bring the team back together to:

• Share examples of what has changed since the workshop.

• Rehearse and refine their shared communication standards.

• Refresh key techniques and embed learning for the long term.

09:30 – Welcome and introductions
Setting the tone for the day. Reviewing pre-course survey themes and expectations.

09:45 – First impressions and vocal audit
Each participant delivers a short everyday interaction. Group and facilitator feedback on tone, clarity and style.

10:15 – Voice, rhythm and pacing
Breathing, projection, pausing and emphasis. Exercises in making speech clear and confident without sounding rushed or dominant.

11:00 – Break

11:15 – Body language across cultures
Exploring how posture, stance, eye contact and gestures are interpreted differently. Practice in alternatives that convey authority and respect.

12:00 – Assertive and respectful
Role-play of challenging interactions where staff must hold boundaries. Techniques for tone and delivery that reduce escalation.

12:30 – Lunch

13:15 – Simplifying spoken language
Exercises in avoiding jargon and idioms, slowing down for clarity, and making explanations easier to follow. Short practice rounds using real cases.

14:00 – Speaking as a team
How to create a consistent style across multiple staff members. Handovers, supportive signals and shared phrasing.

14:45 – Break

15:00 – Respectful clarity without superiority
How to ensure clarity and authority without sounding patronising. Practical drills to strike the right balance of confidence and empathy.

15:45 – Commitments
Agreeing a simple one-page team communication standard: how we greet, explain, set boundaries and close. What will we do differently from tomorrow?

16:30 – Close