OBJECTIVES
Integrate the concept of services in his interpersonal relationships
Develop communication skills
PUBLIC
Any public brought to work in team
PROGRAM
List the different types of '' clients ''
The different types of '' clients ''
Identify the expectations of your '' clients ''
Detect barriers to communication
Identify the different relational situations
Interpersonal relationships
The face to face
The telephone situation
The customer-supplier relationship
The win-win relationship
Know how to analyze needs and expectations
Active listening: taking charge of the demand
Understand the principles of conveying a message
Identify moments of truth
Build an answer and follow the commitments
Negotiate to find an agreement
Acting on mutual commitments
Follow the commitments: measure satisfaction
EDUCATIONAL TOOLS
Presentations
Group work
Situations
Good to know
DURATION
1 day
Organizer
Reval
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