PERFORMANCE COMMUNICATIONS
Attitude: The Power of Choice in Your Life
Take charge of your attitude and take charge of your life with new strategies for beating negativity, eliminating doubts, and setting positive goals. Understand the power of thought, and its impact on prompting emotion. Recognize that thoughts are a choice, and that the right choice leads to better decisions and better outcomes.
Being Effective through Assertive Communication
Are you submissive, aggressive or assertive? Find out where you fit and why assertiveness is the best way to achieve your goals. Learn the words to use, the secrets of body language, and how to interpret other’s behaviour to make positive assertiveness a productive force in your life.
Being Your Best: Dealing with Difficult Situations
Interactions at work with colleagues, supervisors, and technicians don’t always go as smoothly as we’d like. One’s ability to maintain control in difficult to control situations is the hallmark of excellent communication’s ability. Learn to communicate via email and telephone to promote cooperation and effectively resolve issues that are deemed difficult. Recognize that conflicts will happen in the workplace, our goal therefore is to be at our best when it’s most required of us. Learn to use your voice and rapport building skills to reduce tension, deal with emotion, and make for a more stress free professional life.
To be at our best when we most need to be requires having the confidence and competence at recognizing potential problems and circumventing them before they escalate. Being assertive in clarifying expectations early in the engagement is essential.
This highly regarded course uncovers the often hidden motivations of why we act the way we do, and provides practical, easy to implement, strategies to turn negatives into positives and strengthen interpersonal relationships. We’ll explore the typical difficult interactions of your workplace and role play approaches that lead to improved outcomes.
Communicating Courageously with Staff
Instead of directing your way through interactions that may, “win the battle, but lose to war”, learn to maintain an open and positive climate of supportive communication. Create and maintain your reputation as a fair minded leader who’s not afraid to speak up, and not afraid to listen. Learn the importance of seizing the opportunity to change your mind when given good enough reason to do so. Uncover your often hidden motivations about how you lead in order to build on your strengths and minimize your shortcomings.
Communicating with Clients: Questioning and Listening to Achieve Results
Learn to achieve your conversational goals with clients by asking the right questions and actively listening to the answers. Use closed and open questions strategically to move client conversations in the right direction. Learn to lead by involving people in a way that galvanizes their support in the short and long term. Practice one of the most important skills of career success: empathy. Learn to see agendas from the client’s perspective to enhance your own understanding, to build your credibility (and likeability), and to enhance your persuasive influence.
Conversation Management: Attaining Goals Protecting Climates
Conversing with your clients at the office, a conference, the golf club, or any other venue is always an opportunity to create and strengthen the relationship, or to inadvertently weaken it. It’s the conversations we have that build relationships. Understanding the ingredients of good conversation, knowing what to say and when, directing and redirecting the interaction, and being capable when it becomes difficult, are the hallmarks of excellent conversation management. In this entertaining and interactive session we’ll explore a pragmatic model of interpersonal effectiveness. We’ll increase our self-awareness, capitalize on the perceptual tendencies of others, and appreciate talk that includes and excludes. We’ll delve into the important elements of the conversational process: attitude, attendance and contribution. You’ll be given tips on putting your best foot forward, preventing conversational problems, and repairing interactions that do go astray.
Customer Service for Field Service Technicians
Communication is at the heart of an excellent customer experience. The customer's first impression is based on appearance and initial behavours. We teach professionals the importance and easy to implement strategies to create an outstanding and lasting impression. The initial greeting and small talk at the beginning of a customer interaction paves the way for more productive communication later on.
The next phase of an excellent customer experience is communication that makes customers feel they are important and understood. Again, we teach how to communicate in a way that's effective and supportive no matter what the circumstances. Making sure the customer knows you understand and care creates an open and honest climate which allows for greater clarity, fewer misunderstanding, and enhanced productivity.
Learn to communicate via email and telephone to promote cooperation and effectively resolve issues that are deemed difficult. Recognize that conflicts will happen in the workplace, our goal therefore is to be at our best when it’s most required of us. Learn to use your positive attitude and communication skills to reduce tension, deal with emotion, and make for a more stress free professional life.
Customer Service: Making the Most of Interactions
You provide superior customer service when you can identify your customers' wants and then exceed them. But the question is; how do you identify your customers' wants? You do this by watching for, identifying, and maximizing moments of truth. Once you see these windows of opportunity, you look for and analyse your customers' meta-messages - the real messages they are sending. This is done by using such strategic communication techniques as active questioning and kinesic analysis. When you are able to identify, and then exceed your customers' needs and/or wants, you have the tools for building and enhancing solid customer relationships. Inevitably though, some customers can be more challenging than others. We'll also discuss ways to identify potential customer service problems before they turn into conflicts, and identify strategies that can effectively defuse difficult situations.
Difficult Clients: Thriving in Difficult Situations
Client negotiations can sometimes leave us feeling frustrated when we feel the client is being unreasonable. Our responses in these situations will have an impact on the present negotiations, engagement with the file, future business, and so on. Dealing with difficult clients requires that we be at our best under pressure. To engage clients with tact, diplomacy, skill, and compassion are the hallmarks of learned communication competence.
Our responses to these clients must be based on professional integrity and assertive communication while still maintaining a supportive communication climate.
We need to explore the underpinnings of unreasonable requests and behaviours in order to understand them and move ahead with supportive professionalism.
Emotional Intelligence: “Most Predictive Trait of Success”
Join us for an illuminating program to view with new eyes the essentials of intercultural communication. Find out what the Harvard Business Review cited as the single most significant skill leading to career success. Leave with a new appreciation for generational differences and how we can thrive by tapping into our strengths.
Getting Past the Gatekeeper: “The Doctor Will See You Now.”
Gaining consistent access to your physicians requires a lot skill, knowledge, and persistence for a pharmaceutical sales rep. And the first step in this process is cultivating a relationship with the doctor’s gatekeeper. Learning what works and what doesn’t from the gatekeeper’s perspective is the cornerstone to building alliances with these front line professionals. This program is designed to highlight the do’s and don’ts of accessing doctors from the perspective of those who make these daily decisions.
Learn the attitude and behaviours seen conducive to access and learn to avoid the ones that unwittingly limit access. Garner a perspective that informs your successful behaviours and see for yourself the difference the little things can make. We’ll explore areas that may affirm your successful interaction choices; may shed light on some you know you should being doing but aren’t; and, we bring to awareness some interaction behaviours so far untried.
This interactive program uses the results of gatekeeper interviews in five key areas of visiting the office. We explore the actions and dialogue of good and bad performance, but very importantly we uncover the hidden sub-text of the interactions. The importance of the attitude, the unspoken, and the thoughts of the key individuals involved informs the emotions and the ultimate behaviours of both the rep and the gatekeeper. Typically reps feel their interactions with gatekeepers are in keeping with the rules of civility and professional conduct, and yet some succeed more than do others. To find out why some succeed more with gatekeepers, find out what the thought process is and what really motivates gatekeepers to be generous rather than protective.
Professional Integrity: Achieving Favourable Outcomes
Client negotiations can sometimes leave us feeling frustrated when we feel the client is being unreasonable. Our responses in these situations will have an impact on the present negotiations, engagement with the file, future business, and so on. Dealing with difficult clients requires that we be at our best under pressure. To engage clients with tact, diplomacy, skill, and compassion are the hallmarks of learned communication competence.
Our responses to these clients must be based on professional integrity and assertive communication while still maintaining a supportive communication climate.
We need to explore the underpinnings of unreasonable requests and behaviours in order to understand them and move ahead with supportive professionalism.
Workplace Climate: Office Diplomacy at Work
Unlike the weather, we control the communication climate in which we work. It’s up to us to decide if it’s going to be positive and confirming or negative and pessimistic.
Join us for an enlightening look at the control we have over our workplace environment.
- Delve into the psychology of our workplace behaviours and its influence on others.
- Understand the importance of creating a supportive workplace climate.
- Use language that fosters supportiveness rather than defensiveness.
- Listen as a tool to build goodwill.
We can’t control the weather, but we can create a workplace climate which respects privacy, fosters cohesion, and enhances professionalism.
