Training and Worshops

Customer contact & service

Strong customer contact requires more than friendliness alone. It requires attention, alignment, and the ability to see what is truly happening during interaction. These training courses help professionals to concretely strengthen customer experience, communication, and relational quality.

• Customer Journey Mapping

In this training, professionals learn to visualize the customer journey from the customer's perspective. Not only processes, but also the experience, expectations, and touchpoints are closely examined. This clarifies where friction arises and where service delivery can be structured to be stronger, more human, and more consistent.

• Signals in Service

This training focuses on recognizing subtle signals in customer contact, such as doubt, irritation, a need for clarity, or conversely, a need for reassurance. Professionals learn to look and listen more closely to what lies behind words and behavior. This helps to align more quickly and carefully with what a customer needs.

• From Contact to Connection

The central question here is how an ordinary moment of contact can evolve into an experience of genuine connection. The training demonstrates how attitude, language, timing, and alignment contribute to trust and relationship building. In this way, service delivery grows from correct execution to contact that truly makes a difference.

Leadership & Influence

Leadership is not only about decisions and results, but above all about contact. These training courses help managers and professionals to better read behavior, deepen communication, and exercise influence with greater calm and precision.

• Relational Intelligence

This training focuses on the ability to better understand relationships, interactions, and interpersonal dynamics. Managers learn to recognize signals of tension, reluctance, resistance, or a need for support more quickly. As a result, they can tailor their approach more effectively and intervene more effectively in conversations and collaboration.

• The Trust Factor

Trust is a frequently used word in organizations, but in practice, it often proves to require vulnerable and concrete behavior. In this training, professionals explore how trust is established, why it diminishes, and what helps to strengthen it in teams and working relationships. Attention is paid to communication, consistency, safety, and credibility.

• Behavior Under Pressure

Under pressure, people often exhibit different behavior than when there is calm. This training reveals how stress, tension, and performance pressure influence behavior, communication, and decision-making. Professionals learn to recognize these patterns earlier, so that escalation, misunderstandings, and ineffective responses can be better prevented.

Collaboration & team dynamics

Good collaboration does not happen automatically. Teams function better when people learn to understand each other, learn to read differences, and develop the language for what is happening within the interpersonal dynamics. These training courses help make collaboration clearer, safer, and more effective.

• Reading People

Based on the work of Paul Ekman, among others, professionals in this training learn to recognize basic emotions in facial expressions, behavior, and non-verbal signals. This increases insight into what people are showing, what they might be trying to regulate, and how to better attune to this in interactions. The training strengthens observational skills, understanding of people, and communication in collaboration and service provision.

• Reading Behavior in Teams

In teams, behavior can never be viewed in isolation from context, roles, and interpersonal relationships. This training helps professionals better recognize and understand behavioral patterns within teams. As a result, there is greater insight into misunderstandings, recurring friction, and opportunities to improve collaboration in a more targeted manner.

• Appreciative Inquiry

Appreciative Inquiry is an appreciative approach to development and change, where the focus is on potential rather than the problem. In this training, professionals learn to look at what is already working, where the energy lies, and how successes, qualities, and effective patterns can be reinforced. This makes it a powerful approach for teams, culture development, and sustainable change.

Profiling & human behavior in business

This is where your distinctive perspective comes to the fore most strongly. This track revolves around learning to observe behavior, patterns, tension, and incongruence in professional contexts more acutely. Not to pigeonhole people, but to understand with greater precision what is at play in interaction and collaboration.

• Profiling for Professionals

In this training, professionals learn how to observe and interpret human behavior more acutely within their own work context. Attention is paid to language, attitude, reaction patterns, and the connection between behavior and underlying dynamics. This helps to conduct conversations better, understand situations more quickly, and align more effectively.

• Behavior Insight

This training offers insight into how behavior originates, becomes visible, and can be interpreted in professional relationships. Participants learn to look beyond initial judgment and better interpret signals within context. This makes communication more careful, analyses sharper, and interactions more human.

• Reading the Room

Sometimes the atmosphere in a room says more than the words spoken. In this training, professionals learn to better perceive group dynamics, tension, engagement, and unspoken signals. This is valuable for anyone working with groups, teams, client meetings, or tense settings where timing and alignment make all the difference.