Trainings

INFORMATICIANS, COMMUNICATE EFFECTIVELY WITH YOUR INTERNAL CUSTOMERS

at 15 KM

REVAL Consulting

Training
Business
Communication
Strategy
IT
Personal development

OBJECTIVES
 Contribute to a good brand image of its service
 Know the characteristics of the communication process
 Integrate the concept of services in his interpersonal relationships
 Develop communication skills

PUBLIC
Techies

PROGRAM
The basic principles of communication
• The different forms of communication
• The diagram of the communication
• Understand the principles of conveying a message

List the different types of '' clients ''
• The different types of '' clients ''
• Identify the expectations of your '' customers ''
• Detect barriers to communication

Identify the different relational situations
• Interpersonal Relations and Emotion Management
• The face to face
• The telephone situation
• The customer-supplier relationship
• The win-win relationship

Know how to analyze needs and expectations
• Take charge of the request
• Active listening and reformulation

Build an answer and follow the commitments
• Negotiate to find an agreement

To know how to express one's opinion

Hear the criticism and manage it

Know your limits and know how to say no
• Acting on mutual commitments
• Follow the commitments: measure satisfaction

EDUCATIONAL TOOLS
• Presentations
• Group work
• Scenarios and role plays