Scottish Power Conversation Skills Training

We delivered two tailored courses for the staff at Scottish Power, having created relevant scenarios for the energy sector.

We utilised particpants' experiences to embed examples that capture conflicts and situations they handle regularly. Considering the fast-paced nature of their work, we wanted to focus on skills that would enhance their day-to-day processes and streamline communication. This included looking at:

• The art of active listening
• Using reflections and summaries
• Understanding how the mind processes language
• The importance of building trust and motivation
• How to overcome barriers and resistance
• Identifying and managing conflict

Throughout both sessions, we covered key skills that can be used to enhance communication and diffuse tension in a variety of scenarios.

The courses combined group discussions, small-group exercises, and individual reflection. This balance allowed participants to test new approaches, connect theory to practice, and explore different types of conversations via pratical scenarios. Participants took home a host of new skills that they could use in their personal and professional lives.

Feedback was very positive. The Conflict Resolution course, in particular, was seen as a reminder of the responsibility all staff share in maintaining strong workplace relationships. Attendees highlighted the benefit for customer-facing roles and felt that wider access to this type of training would bring advantages for both the business and its customers.