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Strategic Communication

This course equips learners with structured communication approaches to navigate customer conversations with clarity and intent, improving trust, alignment, and effectiveness across key customer touchpoints.

Course Level

Basic & Advanced

Format

Virtual, Instructor Led​

Pre-requisites

  • Complete learner survey to capture expectations and unique needs

  • Review assigned pre-reads/videos before class

Outcomes & Impact:

  • Clearer and more confident communication across customer interactions

  • Improved trust and alignment through intentional message framing

  • Stronger ability to adapt communication to different customer contexts


Designed For: Professionals who want to complement their technical expertise with strategic communication skills to improve customer interactions, trust, and service outcomes.


Course Outline:

  • Foundations of effective communication and message clarity

  • Understanding customer environments and interaction contexts

  • Applying empathy, cultural intelligence, and human judgment in communication

  • Mapping communication to the LAER (Land–Adopt–Expand–Renew) framework

  • Listening techniques to identify gaps, risks, and customer needs


Duration: 4 Hours

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