open - (Page 49) Interpersonal Skills Professional Telephone Techniques It is often via the telephone that customers come into contact with you. How can you ensure that your organisation is sending out consistent and positive messages which are aligned to the organisation’s image and maximise the opportunities created through this point of contact? Associated Skills The following programmes are found in other sections and are of intrinsic value in also developing interpersonal effectiveness. Assertiveness Developing confidence, staying in control, relating to others openly and honestly in a spirit of co-operation. See page 53 Objectives By the end of the programme participants will be able to: Coaching and developing others Helping people maximise their potential by learning from day to day tasks - affects productivity, cost effectiveness and the morale of individuals and the team. 9 communicate clearly and effectively with internal and external customers 9 project an image of professionalism and competence 9 develop an attitude of ownership in delivering excellent service 9 help promote customer loyalty through responsive telephone techniques 9 deal effectively and confidently with complaints, enquiries and awkward callers Manchester Apr 29 Nov 11 See page 22 Counselling skills What counselling is, guidelines on what to do, and practice of the most effective communication skills in counselling. See page 23 Making effective presentations Delivering information through presentations is a rewarding and powerful means of informing and influencing others. See page 55 Managing change successfully Effects of change, people’s likely reactions, strategies to make for a smooth transition whilst change is happening. See page 29 London Feb 19 Aug 19 Managing conflict in the workplace Reasons for conflict, its scope and effect, strategies for and skills of resolving conflicts. See page 20 Ref: IE9 1 day £199 + VAT Powerful communication through NLP NLP skills/techniques develop a more positive outlook and build effective relationships. See page 54 Blend your learning experience with the following short e-courses Short e-course title Telephone Techniques Code AC78 Fee £14.99 Powerful presentations – advanced skills Examining a variety of more advanced presentation methods and techniques, reviewing and developing presentation style. See page 57 © Cegos UK 2008 49
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