Soft Skills Training

Course Overview

  • Duration: Choose from a half-day (3.5 hours), full-day (7 hours) or longer.
  • Delivery Mode: Either face-to-face or online (Zoom or Teams software).
  • Ideal For: Anyone looking to improve their soft skills and enhance their business relationships and career prospects.

Inquire About This Course

Please fill out your information below with a short message and a member of your team will be in touch soon.

    CX Training

    Although they may not be what your business revolves around, ‘soft skills’ represent an essential part of a satisfying customer/client experience, regardless of the business area you are dedicated to.


    Soft skills are character traits and interpersonal skills that characterise a person’s ability to interact with others. They include things like adaptability, critical thinking, conflict management, emotional intelligence, and communication and leadership skills. Soft skills are increasingly being seen as more important to both individual and organisational success than knowledge or technical/occupational skills.


    So what is soft skills training? Soft skills training can improve efficiency, teamwork, culture, wellbeing, staff retention, time management, collaboration, personal effectiveness, creativity, problem solving and more.


    The founder of CX Training, Giles Watson, has over 20 years of experience in consultancy and professional services management across a wide range of business sectors. He has impressive qualifications, including two Masters degrees and the relevant training and assessment qualifications. He is also supported by a team of passionate and experienced industry experts that can deliver your organisation with scalable and optimal results.

    Course Overview

    • Duration: Choose from a half-day (3.5 hours), full-day (7 hours) or longer.
    • Delivery Mode: Either face-to-face or online (Zoom or Teams software).
    • Ideal For: Anyone looking to improve their soft skills and enhance their business relationships and career prospects.

    Inquire About This Course

    Please fill out your information below with a short message and a member of your team will be in touch soon.

      team player mindset



      At CX Training, we recognise that building soft skills can be more challenging than building hard skills. Soft skill training and development requires people to better understand and challenge their own existing behaviours and beliefs before they can change and develop. It’s personal! That’s why our workshops start with a focus on self-awareness and emotional intelligence. Then we build the skills on top, resulting in learning outcomes that stick.


      The best soft skills training doesn’t rely on facilitators presenting ‘chalk and talk’ content. It’s about actively working with people and encouraging them to work on themselves. At CX Training, we present concepts, content and ideas, but we also deliver activities, scenarios and exercises, and challenge and break down barriers — while having some fun along the way!


      Our soft skills training programs are often supported by personality profiling through a mix of paid and freely available tools and surveys. We offer DiSC profiles and incorporate training videos into our workshops. If you are not familiar with this behaviour and assessment tool, DiSC stands for the four main personality profiles described in this model: (D)ominance, (i)nfluence, (S)teadiness and (C)onscientiousness. You can read more about it here.


      We also offer the more detailed and sophistical Hogan profiles. The Hogan Personality Inventory (HPI) describes how we relate to others when we are at our best. It was developed in the 1980s in the context of socioanalytic theory. According to the theory, getting along with others and getting ahead in the social hierarchy are the dominant themes in social life. You can read more about it here.

      CX Training



      Soft skills training courses help individuals develop emotional intelligence, personal effectiveness and social and communication skills. They can enhance their ability to contribute more effectively, better navigate the world of work, and achieve success for themselves and your organisation.


      In today’s business world, technology and artificial intelligence are here to stay.


      As we advance into the 21st century, the implementation of AI in particular will bring interesting challenges. AI is often talked about as a replacement for the human workforce, however many believe that AI will augment human capability rather than replace it. Interpersonal, ‘human’, soft skills will be required alongside technical skills, and managers will need to find new and innovative ways to lead their teams.


      Key soft skills will enhance the idea of collaborating rather than competing with AI. Building greater capability in these areas will generate returns in growth, client focus, productivity and staff retention. These skills are also transferable, meaning they are applicable and valuable in a variety of work environments.


      Our workshops can be tailored to a wide range of industries, including the business, healthcare, education, technology, government, hospitality, finance, legal, engineering, science, media, not-for-profit and retail sectors (and more). We will liaise with you to understand your organisation’s goals, your team’s overall learning styles and preferences, and your overall strategic objectives, to tailor a customer service learning program that delivers the results you need.

      CX training also offers additional support after our initial soft skills training courses that include webinars, micro-learning, leader support and follow-up implementation workshops.



      Our clients are wide and varied and range from those in the public sector and professional services to not-for-profit organisations. They include the Brisbane City Council, Bond University, the Surf Life Saving Foundation, Queensland Parks and Wildlife Service and many more.



      The team at CX Training understands that every organisation is different, which is why we will work with you to tailor a unique program that will target the specific soft skills your employees and your business will benefit from. Here is a snapshot of the soft skills training topics we can cover.

      Emotional Intelligence

      • Understanding yourself and others
      • DiSC, Hogan and personality profiling
      • Bias and prejudice
      • Motivation
      • Workplace mindsets
      • Growth mindset and accountability

      Communication Skills

      • Building rapport
      • Building trust
      • Questioning, listening and empathy
      • Assertiveness and respect
      • Written communications
      • Influence and persuasion
      • Presenting and public speaking

      Customer Service

      • Customer value, needs and priorities
      • Customer-centric mindset
      • Adding value
      • Communication skills for customer service – rapport, trust, empathy, assertiveness and more
      • Handling conflict and complaints

      Personal Effectiveness

      • Time management
      • Influence and persuasion
      • Discipline and self-motivation
      • Personal performance management and self-coaching
      • Creativity and problem solving


      • Habits of highly effective teams
      • Building trust
      • Demonstrating accountability
      • Assertiveness and respect
      • Managing team conflict/constructive conflict
      • Managing meetings
      • Group problem solving

      Leadership and People Management

      • Leadership myths and attributes
      • Leadership style and situational leadership
      • Understanding performance management
      • Delegation and feedback skills
      • Coaching skills
      • Performance challenges
      • Toxic leadership and psychological safety

      Time Management

      • Understanding your personal challenges
      • Energy management
      • Discipline, motivation and goals
      • Prioritisation – Building Your ‘Do/Don’t’ List
      • Procrastination
      • Managing interruptions and ‘the daily onslaught’
      • Assertiveness for time management
      • Estimating, dependencies and project management skills


      Whether you’re after soft skills training for managers or soft skills training for employees, CX Training can tailor a workshop or program that integrates emotional intelligence and interpersonal skills that will build positive behavioural change. At the end of a CX Training sales workshop, you and your staff will be better able to:

      • Understand yourself and others
      • Improve understanding
      • Minimise conflict
      • Maintain a productive, positive mindset
      • Build rapport and trust with a range of personalities
      • Demonstrate assertive, accountable behaviours
      • Deliver excellent customer experiences
      • Manage time more effectively
      • Demonstrate team-based behaviours / effectively contribute within a team
      • Lead and manage others
      • Influence and persuade others
      • Demonstrate creativity and problem-solving abilities



      One of the great benefits of soft skills is that they can be leveraged in a range of roles and industries, including:

      • Business – communication, leadership, time management and problem solving.
      • Healthcare – empathy, communication, patience and problem solving.
      • Education – patience, empathy, communication, organisation, problem solving.
      • IT – critical thinking, adaptability, problem solving, time management.
      • Social services – communication, empathy, patience, problem solving.
      • Hospitality – customer service, time management, communication, problem solving.
      • Finance – problem solving, analytical thinking, communication, time management.
      • Legal – time management, communication, problem solving, analytical thinking.
      • Engineering – communication, critical thinking, time management, problem solving.
      • Public service – empathy, communication, leadership, problem solving.
      • Media – creativity, critical thinking, self motivation, time management.
      • Not-for-profit – leadership, empathy, problem solving.
      • Customer service – empathy, problem solving, patience, resilience.

      Inquire About This Course


      Please fill out your information below with a short message and a member of your team will be in touch soon.



        CX Training was founded by Giles Watson who has over 20 years of experience in consultancy and professional services. As a speaker and facilitator, Giles is known for his practical, relevant and insightful content. He takes a strategic approach to training and is focused on design, value and the ways that content can be delivered in unique and engaging ways. His qualifications include:

        • Certificate IV in Training and Assessment
        • MA in Marketing (Distinction)
        • MBA (Distinction)
        • Member of CSIA (Customer Service Institute of Australia)
        • Accredited behavioural profiler – Hogan Assessments

        In addition to CX Training’s principal consultants, the company has developed relationships with a network of passionate and talented industry experts who contribute when needed to deliver scaleable delivery and optimal results.



        If you are doing a virtual course:

        A computer or mobile device

        • Internet connection
        • Speakers and a microphone
        • A webcam

        If you are doing a course at work:

        • A training room
        • Stationery to take notes

        We will provide:

        • A workbook
        • A slide presentation
        • An amazing facilitator!


        #1 How many people can be on each course?

        There is no limit on the number of people that can attend our soft skills course. But for optimal engagement and to allow us to deliver individual coaching, we recommend a maximum of 15 people.

        #2 How long are your soft skills workshops?

        We can tailor a workshop to meet your specific requirements, but we recommend a  workshop of between a half-day and a full day (3.5 to 7.5 hours). The longer sessions not only give us a chance to introduce some more content, but allow for more interaction, discussions, exercises and personal challenges that drive long-lasting behavioural change.

        #3 Why are soft skills so important?

        ‘Hard’ technical skills are required in many jobs, but soft skills can’t be underestimated in modern workplaces. Having emotional intelligence, respecting teamwork and having strong communication and problem solving skills can all elevate careers and organisations to a new level. These skills are so valuable because they are versatile. Plus, the more people work on their soft skills, the better chance they have of enhancing their work relationships and building their careers.

        #4 How do I demonstrate my soft skills in a job interview?

        Interviews are great places to demonstrate key soft skills. An interviewer will typically look at how well you can express, understand and interpret ideas. To exhibit communication skills, be fully engaged in the interview, listen carefully to the questions, and then articulate your knowledge effectively.


        In terms of problem solving, think of a scenario where you personally had to face a challenge that made you think outside the square. Then provide an example where your patience was tested, but you kept it together! In terms of self-awareness, before any interview think about what you can work on to better yourself and be aware of what skills will be valuable in the position you are interviewing for. In terms of collaboration, employers are often seeking people who will work well with current employees. Think of examples where you demonstrated flexibility, got along with others or jumped into help someone else on a project.

        #5 Can soft skills be taught or are they innate?

        Absolutely they can be taught and learnt over time with effort and experience. Some people may find certain skills come more easily and naturally to them, but it’s always possible to learn and improve.