Clear, Kind, and Culturally Wise - Mastering effective Client Care is a dynamic learning experience. Designed for the University of Malta, this 12-hour training blends real-life scenarios, hands-on roleplays, and cross-cultural insights to empower staff with the skills to communicate confidently—whether face-to-face, over email, or across cultures.

From visa-related anxieties to high-stress conversations, participants will gain practical tools to turn challenges into opportunities for connection and trust. It's not just training—it’s a transformation in how we serve, support, and shine.

Foundations of Excellent Customer Care

• Empathy, patience, and professionalism
• We deserve it too!
• Understanding the student lifecycle and emotional touchpoints

Physical Interactions & Front Desk Relationships

• Body language, tone, and presence
• Proxemics
• Managing queues and walk-ins with grace
• De-escalation techniques for in-person complaints
• posture, tone, and response

Email Communication Mastery

• Writing clear, empathetic, and professional emails
• Handling complaints and delays via email
• Templates for common scenarios (visa delays, document issues, etc.)

Cultural Sensitivity & Inclusive Communication

• Understanding cultural norms and communication styles
• Working with international students, refugees, and visa applicants
• Avoiding bias and assumptions

Dealing with Difficult Clients

• Identifying types of difficult behavior (aggression, passive resistance,confusion)
• Emotional regulation and active listening
• Conflict resolution and boundary setting

Final reflections and commitment statements

By the end of this course, participants will be able to:

• Demonstrate empathy, clarity, and professionalism in client interactions;
• Handle difficult clients with confidence and composure across physical and digital channels;
• Write effective, culturally sensitive emails that resolve issues and build trust;
• Recognise and adapt to cultural differences in communication styles and expectations;
• Support international students, including those awaiting visas or with refugee status, with dignity and care;
• Apply de-escalation and conflict resolution techniques in high-stress;
• Create a personal toolkit for delivering consistent, excellent customer care.

John Mallia is Managing Director, Mediacoop Ltd. He has been involved in training since 1998, and has conducted numerous courses, both for public as well as for private sector organisations, as well as courses organised by Mediacoop itself. John Mallia specialises in the areas of motivational training for personal development and success, and conducts various training and consultancy work in customer care, interviewing skills, marketing, presentation skills, time management, image management, Public Relations, media, teamwork, people management, communication, time management, co-operatives and work relationships. Together with Mediacoop, he also organises and facilitates various teambuilding sessions for different organisations.

John Mallia has extensive experience working with and on all media, both traditional as well as online. He has delivered media and presentation training to some of the most high-profile organisations in Malta.

Mediacoop is a co-operative involved in the areas of Marketing, Communication, Media, PR, Teambuilding and training.