Customer Focussed Advanced Communication Skills

Start Date Start - End Time Venue Places Taken
18/10/2017 9:00 AM - 1:00 PM Learn Innov Bldg#17,Rm202 28 of 27 Waiting List

Duration: 4 hours

Coordinator: Mrs Diane Jones

Presenter: Mr Troy Quaife

Effective workplace communication is a fundamental requirement to maintaining positive workplace and customer relationships. Yet, many individuals are not aware of which techniques can be used to effectively manage challenging and difficult behaviour. This workshop builds upon fundamental techniques such as active listening and language skills and then introduces critical skills such as emotional control and key emotional intelligence skills; recognising the cues of difficult people; and using conflict resolution and negotiating skills in order to achieve positive outcomes.

This course will enable participants to:

1. Effectively recognise the cues of difficult people
2. Apply appropriate communication strategies that manages difficult behaviour
3. Understand the importance of emotional control when dealing with difficult people
4. Influence difficult people through positive language and assertive statements