Frontline Training That Builds Confidence, Communication and Customer Experience
We design practical, highly engaging frontline programs that help staff communicate effectively, manage challenging interactions and deliver exceptional service.
Courses
Emotional Intelligence & Resilience for Frontline Staff
Equip your team with the ability to manage emotional triggers, navigate pressure and respond to customers calmly and professionally.
This workshop helps staff recognise signs of stress, build emotional regulation skills and communicate with empathy and composure.
Core Communication Skills
Strong communication is at the heart of great customer experience.
This workshop focuses on listening, clarity, tone matching, building rapport, asking better questions and handling customer needs quickly and effectively.
Looking for Something Else?
If your team works in complex, high-pressure or unique environments, we can create custom frontline programs that fit your exact needs.
Custom built programs to suit your environment.
Our Approach
Frontline training must be relevant, practical and immediately usable.
We help frontline staff truly understand why interactions go wrong and give them practical tools to communicate more effectively, stay calm under pressure and support customers with confidence.
Our sessions are energetic, interactive and enjoyable, designed to engage even the busiest teams.
Our approach blends:
-
real workplace scenarios
-
emotional intelligence skills
-
communication frameworks
-
behavioural science
-
experiential learning
-
coaching-style facilitation
Who This is For
-
Contact Centres
-
Customer Service Teams
-
Retail Teams
-
Aged Care & Disability Support Workers
-
Health & Community Services
-
Utilities and Essential Services
-
Any organisation with high-volume customer interaction
Who This Is Not For
-
Organisations looking for passive, lecture-based training
-
Teams not willing to engage in interactive or scenario-based learning
-
Quick-fix solutions without follow-through
Alive and Kicking Solutions delivered a highly practical and customised training program that significantly improved our team’s confidence and sales results. Their professionalism and deep understanding of our organisation made them an outstanding partner for driving meaningful and lasting business improvement.
David Bugden
Senior Manager Marketing and Sales DevelopmentAlive and Kicking Solutions delivered a highly tailored and practical sales training program that had an immediate positive impact on both our telemarketing team and customer engagement. Having experienced similar programs internationally, I can confidently say this was the most effective and valuable training we have implemented.
Marcus Stafford
Chief Executive OfficerThe Alive and Kicking team delivered a highly customised and engaging training experience that provided practical tools I continue to use in public speaking and everyday communication. The skills and mindset shifts I gained have become an invaluable part of both my professional and personal life.
Robyn Danski
Australian Democrats Lead CandidateThe Alive and Kicking training exceeded my expectations, giving me practical tools and confidence to communicate more effectively in my new sales role. The mindset shifts and techniques I learned are already helping me with customers, colleagues, and everyday situations, making a meaningful difference both professionally and personally.
Natalie Schmidt
“Fran’s program had a profound impact on my mindset and confidence, helping me shift long-held beliefs and approach challenges with clarity and positivity. The tools I learned not only improved my professional outlook but also created meaningful changes in my personal life, for which I am incredibly grateful.
Anne H
The Alive and Kicking programs completely transformed my perspective on learning and development, showing me how experiential training can deliver measurable results and real behavioural change. The combination of communication, coaching, and performance frameworks provided clear return on investment while creating lasting impact for both leaders and teams.
Sue-Anne Higgins
Learning & Development Manager SynergyIn my role as Head of Learning and Organisational Development, I had the privilege of working with the Alive and Kicking team over several years, and their programs played a key role in driving our culture transformation and improving customer experience. Their tailored approach, professionalism, and ability to create lasting behavioural change made them an invaluable partner in our organisation’s success.
Anne Finn
I can thoroughly recommend the Alive and Kicking team for delivering a truly customised and impactful learning experience. Their deep understanding of our business challenges and tailored approach resulted in immediate improvements in our workplace, making it one of the best training investments we have made.
Grant Yonge
Assistant Director, Customer Support ServicesI have known Fran Berry for several years as both a client and a friend, and I highly value her professionalism, integrity, and genuine commitment to her work. She is not only highly skilled and trustworthy, but also brings warmth, understanding, and a great sense of humour to every interaction.
Jack Koh
Adminder Enterprise, Malaysia“I am delighted to recommend Fran Berry and the Alive and Kicking programs, which have played a significant role in my leadership journey over the past decade. The communication, emotional intelligence, and peak performance strategies I gained have strengthened both my professional effectiveness and personal growth, making Fran not just a trainer, but a trusted mentor and catalyst for lasting success.
Jamie Nicholls
It is my pleasure to recommend Alive and Kicking Solutions and the Dynamic Training Skills – Master Facilitation Program. The knowledge and tools I gained were truly life-changing, providing practical frameworks for leadership, communication, and human behaviour that I continue to use daily as a manager across training, negotiations, and team development.
Sonja S
Banking and Finance IndustryThe coaching and communication skills I gained through Fran Berry’s program have had a measurable impact on both my leadership and my team’s performance. The structured approach, questioning techniques, and mindset shifts not only improved results in the workplace but also built confidence, trust, and lasting behavioural change across the team.
Jaiden M
Team LeaderMeeting Fran Berry and taking part in the Alive and Kicking experience was a pivotal moment in my career. The lessons stayed with me long after the day itself, shaping how I show up as a leader, and it’s now something I prioritise for every new team to build trust, alignment, and shared understanding.
Tiffany Allen
“Alive & Kicking Solutions became an integral part of our customer services team, coaching, training and supporting our staff to excel in their roles“
Jamie Vine
CEO, Liberty Executive Offices“We’ve been working with Alive & Kicking Solutions for 9 years.“
John Coulter
Performance Excellence and Quality Manager at Synergy (Electricity Generation and Retail Corporation)“I have been a fan of Alive & Kicking for many years now and have worked with them to build new teams and help existing teams refocus.”
Ricky Smith
Chief Executive Officer, Access Care Network AustraliaI would recommend Alive & Kicking to anyone looking to improve employee engagement.
Steve Mitchinson
General Manager, Driver and Vehicle Services at the Department of Transport.“I am delighted to provide an enthusiastic testimonial for Fran Berry and the incredible programs offered by Alive and Kicking, particularly the Core Communication Skills Program, Emotional Intelligence Program, Peak Performance Coaching, and Leadership Programs.”
Jamie Nicholls
Head of Design, Layers“I am delighted to provide an enthusiastic testimonial for Fran Berry and the incredible programs offered by Alive and Kicking, particularly the Core Communication Skills Program, Emotional Intelligence Program, Peak Performance Coaching, and Leadership Programs.”