Equality, Diversity and Inclusion
EDI training for customer-facing and internal teams who need to understand bias, inclusion and fair treatment in day-to-day decisions and conversations.
Course overview
Half-day
In-person or virtual
Max. 16 delegates
£1,600 + VAT
Customers and colleagues bring different backgrounds, needs, experiences and access requirements, and those differences can affect how they understand information, ask for help and receive support.
This course helps delegates understand equality, diversity and inclusion in clear, work-based terms. It looks at discrimination, unconscious bias, reasonable adjustments and the behaviours that create a fairer and safer service experience.
For FCA-regulated firms, EDI also connects to culture, conduct and customer understanding. The training helps teams spot where bias or assumptions may affect decisions, communication and support, so they can treat customers and colleagues with more consistency and care.
Who is this course for?
- Customer-facing team members
- Claims and complaints teams
- Vulnerability Champions and vulnerability leads
- Team leaders and managers
- Senior leaders
- HR, L&D and people teams
- Compliance, conduct and customer experience teams
Course Reviews
What this course covers
- Key equality, diversity and inclusion terms in plain workplace language
- Legal, ethical and social responsibilities linked to fair treatment
- How unconscious bias can affect decisions, tone and customer support
- How to use inclusive language in customer and colleague conversations
- Reasonable adjustments and why they matter in service delivery
- The value of a multi-generational and diverse workforce
- How exclusionary behaviour can affect customers, colleagues and culture
- Practical steps delegates can take to make interactions more inclusive
How this training benefits your organisation
- Reduces the risk of bias affecting customer support, complaint handling or internal decisions
- Supports fairer and more consistent treatment of customers and colleagues
- Helps teams recognise access barriers and adapt communication more effectively
- Builds a stronger link between inclusive culture, customer understanding and good outcomes
- Gives managers clearer language for discussing EDI without making it abstract or performative
- Supports evidence of EDI training within culture, conduct and customer service activity
Some of the organisations we support.
Enquire about this course.
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