---
title: WFM - Expert Communication Skills | The Call Center School
description: Learn established communication techniques for WFM professionals. You'll be able to educate others on the WFM process and handle conflicts professionally. Start learning today.
---

 Go beyond learning: optimize planning with a powerful WFM solution. [Explore more](https://www.peopleware.com).

- [Courses](https://www.thecallcenterschool.com/courses/)
- [Our Customers](https://www.thecallcenterschool.com/our-customers/)

![wfm_introduction.png](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/icon/wfm_introduction.png)

# WFM - Expert Communication Skills

Communication is the key asset to get everybody aligned and gain understanding of the workforce management process. This course will improve your ability to communicate as a workforce management professional.

- WFM
- 35 min

** ** ** ** **

66 learner ratings

**

 3,022 graduates

![wfm_introduction.png](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/wfm_introduction.png)

# What Learners will learn

- Explain the workforce management process and its value to the organization
- Describe the different ways in which a message can be interpreted
- Identify the right language and apply techniques to communicate effectively
- Execute the three steps to arrive at a conflict resolution
- React to typical conflict situations in the contact center
- Apply techniques to de-escalate a conflict

## Who should take this?

- Anyone involved in workforce management
- Newly hired workforce managers (as part of onboarding)
- Employees seeking to expand their area of responsibilities

## Course Outline

- The Importance of WFM-Related Communication
- Communicating the Impact of Adherence
- Adapting Your Communication Style
- Conflict Management
- Final Exam

## Format

Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

The **WFM - Expert Communication Skills** course is designed by call center experts to provide a practical and engaging learning experience. Start today.