Leading the MARATE Culture

Managing your team to support a consistent service experience.

Overview

Consistent service does not happen by chance. It is shaped by how leaders reinforce behaviours, support decision-making, and respond when pressure is high.

Leading the MARATE Culture is designed for leaders, managers, and supervisors who are responsible for helping frontline teams apply MARATE skills consistently, not just understand them. It focuses on what leaders need to do differently to support behaviour under pressure.

This workshop helps leaders embed MARATE principles into daily practice, creating a shared approach to managing challenging customer behaviour and delivering a reliable, high-quality service.

Why this matters for leaders Frontline training alone does not create consistency. Without leadership reinforcement, even strong skills fade under pressure. This workshop equips leaders with the structure and tools needed to support their teams, strengthen behavioural alignment, and build a service culture that customers experience every time.

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.
Those 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.

Learning outcomes

Consistency

Understanding the critical strategies for building consistent performance using the MARATE
Method.

Identify

Identifying the steps to building a robust de-escalation culture.

Reinforce

How to reinforce and support all the MARATE techniques by creating a team benchmark in their individual skill disciplines and performance.

Strategy

Developing an ongoing focus group strategy to work on skill application using context and additional incidents.

Dynamics

Lifting the team’s capability of communication and feedback strategies to help them adapt to diverse customer dynamics.

Understand

Applying advanced conflict resolution techniques when incidents are escalated.

Culture

The leadership traits required to foster a culture of
customer service excellence.

Download our free guide now.

Success Stories

Providing dynamic learning experiences

Janette Collier

Acting Director, Australian Institute for Primary Care & Ageing

“Our partnership with CCS has been very successful and course participants have contacted me to say how much they enjoyed the training with CCS and how useful they found it. Many have incorporated the skills and strategies into their working and personal life. Their only complaint was that they wanted a longer session!“

Michelle Eddy

Director of Finance, Canadian Armed Forces

“David Patmore led us on our MARATE experience today and was a very engaging instructor. He made me feel confident and equipped to converse with difficult people/situations. This course will be relevant in all aspects of my life: work, family, friends and absolute strangers that I may encounter.“

Kiery Pascoe

Organisational Learning Specialist, Southern Cross Community Healthcare

“It was great to have a session where the facilitator was able to adapt to our industry and provide scenario’s that fitted in with our organisation. Loved how interactive it was and real practical skills that can be used immediately.“

Naomi Cooper

Acting Health Services Manager – Digital Health, Royal Flying Doctor Service

“The structure and content was really well thought out and was spot on for the needs of the group. I’ve attended a few workshops on the same topic and this was by far the most practical and useful.“