What each skill includes.
Packages define what you get; capabilities define what is possible. Each card says what the training covers.
THE TEN
01
Core communication skills
How your team communicates when it matters.
Setting expectations
Clarity and alignment
✓ Frameworks to set outcomes, timelines and responsibilities early
✓ Boundaries agreed from the start
✓ Clients know what happens, when, and what you need from them
Saying no politely
Boundary setting
✓ Phrases and patterns to decline requests
✓ No escalation, and the relationship kept
✓ Redirecting to options that work
Managing scope creep
Margin protection
✓ Scripts to spot scope drift and reset expectations
✓ Changes documented as they happen
✓ Next steps proposed without sounding defensive or rigid
Handling pushback
Objection response
✓ Response frameworks for common objections
✓ “Why is this taking so long?” and “Can you just do it?”
✓ Calm, solution-oriented answers
Delivering bad news
Difficult messages
✓ Structured approaches for difficult messages
✓ Delays, issues, constraints or mistakes
✓ Delivered with accountability and control
Conflict de-escalation
Tension management
✓ Practical de-escalation tactics
✓ Emotional labelling and boundary reinforcement
✓ Decision framing that moves things forward
02
Client interaction standards
Consistency across calls, emails and follow-up.
Call and meeting structure
Control and clarity
✓ Agenda structure and role clarity
✓ Meeting flow and closing summaries
✓ Next steps agreed, so confusion does not return
Follow-up best practices
Documentation and protection
✓ Templates for summaries and recap emails
✓ Decision logs and action lists
✓ Fewer misunderstandings and less rework
Executive presence
Confidence and authority
✓ Tone, pacing and language choices
✓ A communication posture that builds trust
✓ Stronger leadership presence
Assertive communication
Professional firmness
✓ Direct communication frameworks
✓ Respectful while holding boundaries
✓ Timelines and accountability kept
03
Group
Intent
04
Group
Intent
Extensions, from training to habit.
Add-ons that deepen the impact and turn training into operational habits.
APPLY THE TRAINING
Custom script library
Ready-to-use phrases
✓ Approved scripts and phrases for your common situations
✓ Scope creep, pushback, delays, boundaries and pricing
Built from your real scenarios, in your brand voice.
Conditional · best with the training
Scenario workshop
Skill building
✓ Facilitated practice with roleplay and scenarios
✓ Confidence under pressure
✓ Better responses in real time
Most effective after the core training session.
Conditional · best after the core training
Client communication playbook
Operational standard
✓ A structured internal guide
✓ Principles, do’s and don’ts, and example messages
✓ Escalation rules, meeting standards and scope-control language
Ideal for teams with several client-facing roles.
Conditional · best with the training
Email and message templates pack
Consistency system
✓ Reusable templates for common situations
✓ Recaps, delays, approvals, revisions and handover
✓ Boundaries, escalation and saying no
Customised to your tone and typical client scenarios.
Standalone · best with the training
1:1 coaching for managers and client leads
Leadership support
✓ Private coaching sessions
✓ For leaders handling high-stakes clients, escalations or negotiations
Focused on real situations, not theory.
Standalone · with the training or on its own
Training recording and onboarding module
Repeatable onboarding
✓ A recording of the training
✓ Or a short onboarding module for new hires
Helps keep the standards as the team grows.
Conditional · best with the training
Your team runs it. We stay close.
Helping your team adopt the training and keep the standards after the sessions.
USE IT DAILY
Communication standards rollout plan
Adoption plan
✓ A simple plan that turns training into habits
✓ Who adopts what, and how it is reinforced
✓ How standards are maintained across the team
Designed to reduce “training fade” after delivery.
Conditional · best with the training
Manager reinforcement toolkit
Internal reinforcement
✓ Tools for managers to reinforce the training
✓ Checklists, review prompts and feedback patterns
✓ Meeting recap standards
Keeps communication quality consistent across the team.
Conditional · best with the training
Now in Care & Improvement
✓ Ongoing communication coaching
Continuous coaching for leaders and client-facing leads is a monthly plan.
Which package includes what.
The three packages build on each other: each includes everything in the one before. Add-on means available with any package.
COMPARE
Core skills
Interaction standards
Group
Group
Extensions
Use it daily
Capability
T1
Client communication workshop
price to decide
MOST CHOSEN
T2
Training and scripts
price to decide
T3
Team communication standards
price to decide
Setting expectations
✓
✓
✓
Saying no politely
✓
✓
✓
Managing scope creep
✓
✓
✓
Handling pushback
✓
✓
✓
Delivering bad news
✓
✓
✓
Conflict de-escalation
−
✓
✓
Call and meeting structure
−
−
✓
Follow-up best practices
−
✓
✓
Executive presence
add-on
add-on
add-on
Assertive communication
✓
✓
✓
Custom script library
add-on
✓
✓
Scenario workshop
add-on
✓
✓
Client communication playbook
add-on
add-on
✓
Email and message templates pack
add-on
✓
✓
1:1 coaching for managers and client leads
add-on
add-on
add-on
Training recording and onboarding module
add-on
add-on
add-on
Communication standards rollout plan
add-on
add-on
✓
Manager reinforcement toolkit
add-on
add-on
✓
Prices to be confirmed. The highlighted column is a placeholder until you decide which package to recommend.