Leading the MARATE Culture


This workshop equips leaders, managers, and supervisors with the knowledge and tools to support their frontline teams in applying the MARATE Method to manage challenging customer behaviours. Managers need sound strategies and a practical framework that supports their team’s ability to perform under pressure. The MARATE skills workshop delivers many methods and tools for individuals to manage these behaviours. Still, the real benefit is that leaders reinforce and support these strategies and form a consistent customer experience culture.

Understanding how to embed the skills through leading and building a framework will ultimately improve team performance and overall customer satisfaction. This workshop helps leaders build on the core strategies and principles of the MARATE method and design a top-tier service team that consistently manages difficult customers with excellence.

Learning Outcomes

  • Understanding the critical strategies for building consistent performance using the MARATE Method. 
  • Identifying the steps to building a robust de-escalation culture. 
  • How to reinforce and support all the MARATE techniques by creating a team benchmark in their individual skill disciplines and performance. 
  • Developing an ongoing focus group strategy to work on skill application using context and additional incidents. 
  • Lifting the team’s capability of communication and feedback strategies to help them adapt to diverse customer dynamics. 
  • Applying advanced conflict resolution techniques when incidents are escalated. 
  • The leadership traits required to foster a culture of customer service excellence. 

Designed For

  • Organisations who are rolling out a MARATE workshop for their teams. 
  • Anyone leading a team who has attended the MARATE Skills workshop and desires to develop a consistent de-escalation culture. 
  • Leaders looking for strategies to support and take a service team to the next level in dealing with complex people management. 
  • Who desire to implement the MARATE Method as a consistent strategy in their service delivery engagement. 
  • Applicable for leaders of face-to-face or call centre service teams. 
  • Ideal Size: 6-15 participants. 

Course Inclusions…

In-Depth TNA

Our consultants can provide a thorough Training Needs Analysis of your skill needs and learning objectives. We will ensure that we develop the best solution to upskill your team guaranteed.

Program Reports

We provide a range of evaluation methods and options to help you gain the right information and feedback to understand the return of training investment to your team and organisation.


All programs can be customised to your desired learning and skill needs. This includes activities and exercises that reflect your daily work practices, tailored content and real world scenarios.

Industry Facilitators

All our Facilitators bring real world experience and come highly recommended in their fields of expertise. We guarantee the right match for your organisation.


As a highly respected Australian education brand the CAL Group offers a Certificate of Achievement to acknowledge your professional development journey.

Our Learning Solutions…

Remote Ready

All our programs have remote workplace delivery methods to cater for your specific organisational needs. Our facilitators are highly experienced in Live, Hybrid and Virtual formats.

Adaptable Delivery

Each program can be conducted in a variety of time and delivery formats to suit your staffing needs. Talk to us about how we can best adapt to your training requirements.

Fully Customisable

All training content is tailored to your specific training needs and objectives. This includes using real workplace scenarios for activities and exercises.

Social Learning Integration

With increased remote workplace challenges our workshops inetgrate social learning techniques to develop your team through connecting with each other.