Effective Client Communication Course
This course gives you the tools and techniques to build solid, lasting relationships with clients. You will learn active listening, empathy and persuasion, adapt your communication to the needs and expectations of each client, and discover how to resolve conflicts, handle objections and turn every interaction into an opportunity to strengthen loyalty and the success of your business, face to face, by phone and online.
Prior knowledge check
These are the skills this program gives you. Tick the ones you already master and we will tell you which part of the syllabus is for you.
You are starting from scratch in this subject. The program is designed precisely for that.
What is the Effective Client Communication Course?
This short course trains you to communicate with clients clearly, empathetically and persuasively in any channel. You will study the psychology of communication and models of human interaction, from barriers and noise to the Johari window, non-verbal language and visual, auditory and kinaesthetic styles; advanced active listening, paraphrasing, tactical empathy, strategic questioning and the use of silence; professional writing for email, social media, instant messaging and commercial proposals; the handling of complaints, conflicts and crisis situations; and the measurement and continuous improvement of communication quality.
What sets this course apart: verbal and non-verbal techniques that help you project confidence and professionalism in every interaction; specific protocols for online, telephone and face-to-face channels, including WhatsApp Business and public comments on social media; practical methods for de-escalation, delivering bad news and recovering from service errors; and a focus on quality indicators, communication audits, client feedback and AI-based sentiment analysis, supported by practical cases and simulations.
Program highlights
- Communication psychology: barriers, the Johari window, non-verbal language and VAK styles.
- Advanced active listening: paraphrasing, tactical empathy, strategic questions and silence.
- Digital channels: professional email, social media, WhatsApp Business and persuasive proposals.
- Complaints and conflict: de-escalation, win-win resolution and professional apologies.
- Difficult messages: buffering techniques and recovery plans after service errors.
- Quality and improvement: communication KPIs, audits, feedback and sentiment analysis.
Syllabus of the Effective Client Communication Course
5 modules. Select a module to see its content.
Foundations of the psychology of communication and models of human interaction
- 1.1. The elements of the communication process applied to the commercial setting: sender, receiver, message, channel and feedback
- 1.2. Communication barriers: identifying the semantic, psychological and environmental noise that distorts the message
- 1.3. Applying the Johari window to develop self-awareness and transparency in the professional relationship with the client
- 1.4. The impact of non-verbal communication: reading body language and facial micro-expressions and the importance of appearance
- 1.5. The theory of representational systems (VAK): adapting your message to visual, auditory or kinaesthetic clients
Advanced active listening and empathy techniques in customer service
- 2.1. Developing active listening: the cognitive processes needed to take in the client's information beyond superficial hearing
- 2.2. Reformulation and paraphrasing as tools to confirm mutual understanding and reduce misinterpretation
- 2.3. Managing tactical empathy: connecting with the client's emotions without losing objectivity or operational efficiency
- 2.4. Strategic questioning: using open, closed and circular questions to uncover latent needs
- 2.5. Silence as a communication tool: when and how to use pauses to encourage reflection and openness in the client
Written communication and interaction protocols in digital channels
- 3.1. Structuring and writing professional emails: clarity, brevity, courtesy and the correct use of subject lines
- 3.2. Netiquette and communication on social media: managing the brand's tone of voice in public comments and private messages
- 3.3. Customer service protocols for instant messaging (WhatsApp Business): balancing immediacy and professionalism
- 3.4. Writing persuasive commercial proposals: copywriting techniques that highlight benefits rather than features
- 3.5. Managing asynchronous communication: keeping information flowing without causing the client anxiety
Managing conflicts, complaints and communication in crisis situations
- 4.1. The psychology of the dissatisfied client: the phases of anger and verbal de-escalation techniques in moments of tension
- 4.2. The conflict resolution model: from identifying the core problem to negotiating win-win solutions
- 4.3. Complaint handling protocols: how to apologize professionally without creating legal liability for the organization
- 4.4. Buffering techniques: delivering bad news or turning down requests while keeping the relationship with the client positive
- 4.5. Communicating after technical or service errors: transparency, accountability and a recovery action plan
Communication quality, success indicators and continuous improvement
- 5.1. Defining and tracking key performance indicators (KPIs) for communication and customer satisfaction
- 5.2. Carrying out communication audits: analyzing recordings, transcripts and logs to identify areas for improvement
- 5.3. The role of client feedback in improving the internal communication processes of a company or organization
- 5.4. Designing continuous training plans in soft skills for client-facing teams
- 5.5. Using AI-based sentiment analysis tools to measure the emotional impact of communication
Duration and format of the Effective Client Communication Course
It is 300 hours. Tell us how many you can study each week and we will tell you when you will really finish.
This is the pace at which most students finish. It fits well with the installment plan.
Academic leadership and faculty
The Navalis teaching team: working professionals who teach and supervise the programs.
Dr. Marina AlcoverAcademic Director and Head of Quality Assurance
Eng. Diego CifuentesSenior Lecturer in Naval Welding and Non-Destructive Testing; Head of QA/QC for Welded Joints
Capt. Javier Abaroa (MCA)Senior Lecturer in Ship Handling, Electronic Navigation (ECDIS/Radar/ARPA) and GMDSS; STCW Compliance and Bridge Resource Management Coordinator
Dr. Pau FerrerSenior Lecturer in Naval Architecture and Simulation; Director of the Hydrodynamics and CFD Laboratory
Dr. Nuria LlobregatSenior Lecturer in Marine Meteorology, SAR and Operational Safety; Navigation Risk Management Coordinator
Eng. Javier BañulsSenior Lecturer in Electrical Engineering, Automation and ETO Engineering; Electronic Integration and Engine Alarms Coordinator
Eng. Sofía MarquinaSenior Lecturer in Materials, Composites and Corrosion Protection; Coordinator of the Advanced Paints and Coatings Line
Eng. Tomás RieraSenior Lecturer in Propulsion, Alternative Energy and Hybrid Systems; Energy Performance and Vibration CoordinatorObjectives of the Effective Client Communication Course
Career opportunities after the Effective Client Communication Course
Questions about the Effective Client Communication Course
To build solid relationships of trust with clients that lead to their satisfaction and loyalty, while reducing misunderstandings and conflict.
Yes. A full module covers professional email, social media, WhatsApp Business, persuasive proposals and asynchronous communication.
Yes. The course explains the phases of anger, verbal de-escalation, complaint protocols, buffering techniques for bad news and service recovery plans.
The final module shows you how to define communication and satisfaction KPIs, run communication audits, use client feedback and apply sentiment analysis tools.
Yes. The techniques apply to any role that involves dealing with clients, users or partners, and to leading teams and presenting complex information.
Fully online, through a virtual campus available 24/7, with live sessions that are recorded, practical exercises and simulations, and tutorials with the teaching staff.
The course comprises 300 hours of study across 5 modules of about 60 hours each. You can progress at your own pace within the schedule set when you enroll.
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Admission process
No waiting for a call back. If your documents are in order, you can enroll in the same session.
- Profile: aimed at sales, marketing and customer service professionals, entrepreneurs and team leaders, consultants and advisers who must explain complex information clearly, and students and recent graduates who want to communicate with confidence; previous experience in customer service or sales and a basic knowledge of CRM and communication tools are helpful but not essential.
- Language: sufficient command of English to follow the classes and the technical documentation.
- Technical resources: a computer with a stable internet connection, an up-to-date browser and software to view PDF documents.
- Admission: online application, review of your profile and a short interview with the academic team.
- 01ApplicationYour details, background and documents.
- 02Instant reviewWe check that everything is complete and in order.
- 03EnrollmentChoose full payment or instalments and reserve your place.
Admission is provisional until the committee validates the documents provided. If you do not meet the requirements, the full amount is refunded.
Ask us before you enroll
Leave your details and admissions will write to you to answer any questions. If you are already sure, you can apply and pay in the same session.