Communicating Effectively with Challenging People
Who should attend
This workshop teaches practical communication skills and is designed for managers, team leaders, supervisors, people who work alone and all those involved in building and maintaining staff and customer relationships. |
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Overview
Being able to work in harmony with others on the team is critical to workplace success and productivity. Just as important is the ability to quickly identify the concerns of an angry customer and communicate effectively to create a win-win solution.
This interactive workshop enables you to learn a range of practical techniques for communicating with challenging people. You will get the opportunity to fine tune your own reaction strategies as well as developing a awareness of ‘how’ to communicate in order to get the desired outcome.
Productivity Improvements
• Understanding how our own B.E.A.F (beliefs, expectations attachments and fears) influences our reactions to others
• Identifying and being responsible for how we react internally and externally when we are challenged by others
• Using communication techniques to calm down an angry customer
• Using the problem ownership model to solve the issue within a results based manner with empathy
• Strategies for getting a rapport with people to create a win-win outcome
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Chamber
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Commerce
Invercargill |
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