Program Objectives:
- Build lasting rapport and lasting relationships with colleagues, customers and friends
- Modify your own behaviour to match others
- Establishing good working relationships
- Learn to influence with integrity
- To use influencing skills and techniques to build ongoing and long term relationships with key customers and other stakeholders
- To be able to create and adapt crystal clear models for communication between your organisation and its customers
- Build co-operation and commitment
- Understand your customers’ needs and how to satisfy them
- An ability to tailor services to meet your stakeholders needs
- Plan communications activity to meet stakeholder needs
- Be more versatile in every customer or stakeholder-facing situation
- Explore the range of communications techniques and tools available
- Develop increased skill writing for print and the web and competency in the range of PR tools and techniques including editing
- Learn how to write clear brief and clear objectives
- Learn how to be an effective user of e-media
- Develop crisis management techniques
- Develop your interview technique
- Develop personal communications effectiveness
- Recognise behaviours that may cause conflict in the future, enabling you to defuse awkward, and sometimes critical, confrontations with colleagues and customers alike
Training Methodolgy:
Participants will learn by active participation throughout the programme, using programme materials, exercises, training videos and discussions of relevant organisational issues.
Day 1: The world of customer service excellence
- Customer service and what it means.
- Identifying excellence in front-line customer services.
- What are the services and products that you offer?
- The role of NLP and Emotional Excellence in customer service.
- What do your customers say about you and your organisation?
- What do you want your customers to say?
- Myths and legends about customer service.
Day 2: Gaining a greater understanding of your company
- From judgements to behavioural flexibility.
- Behavioural traits and how to identify them.
- Modifying your own behaviour to match others.
- Building lasting rapport.
- Sharpen your senses to the signals others are sending you.
- Connect with colleagues and clients at a level that creates deeper trust and commitment.
- Step into another person’s shoes to better appreciate their experiences and motivations.
- Body language clues that show how others are thinking and responding to you.
- Non verbal clues that show if someone is telling the truth.
Day 3: Communication masterclass
- What is crystal clear communication?
- Communication excellence through powerful listening and questioning techniques.
- Thinking patterns.
- Filters to communication.
- Metaphors and Models.
- Using perceptual positions to understand your customers’ point of view.
- Logical levels of change.
- Building climates of trust.
- Creating well formed outcomes.
- Communication skills exercises.
Day 4: Influencing with integrity
- The importance of value sets in modern day business.
- Influencing the Influencers and high fliers.
- The importance of matching others’ language patterns.
- Mirroring and pacing - what do they mean?
- Internal and external references.
- Coaching - a tool for self and others.
- Influencing exercises.
Day 5: Conflict, challenge and closure
- Assertiveness and what it mean?
- Dealing with difficult people in an assertive way.
- Dealing with difficult customers.
- Maintaining high standards of customer service.
- Reviewing the service that you offer and reacting accordingly.
- Embracing change for the good of all.
- Personal planning session - dealing with your own customers.
Day 6: The 21st Century Communicator
- Introduction and welcome.
- Goal setting for the program.
- The role of Communications PR in the organisation.
- The range of media and channels.
- Neuroeconomics and the behaviour of our stakeholders.
- A problem-solving approach.
- Personal goal-setting for the program.
Day 7: From theory to successful practise
- Communications models: implications for practise.
- Psychological themes and construction in practise.
- The art of influence and persuasion.
- Ethics and communications.
- Organisational transparency and communications.
- Taking and interpreting communication briefs.
Day 8: The Medium is the Message
- Managing stakeholder relations.
- Choosing channels - matching media to tasks and stakeholders.
- Writing and editing for print.
- Writing for the web.
- Organising face-to-face events.
Day 9: eManagement
- Improving the power of communications in the organisation and between the organisation and its stakeholders.
- Measuring communications effectiveness.
- Using measurement to improve performance.
- Crisis communication.
- Reputational management.
Day 10: Putting it all together
- Planning your career and personal development.
- Impacting positively on your managers.
- Managing up and increasing your personal visibility.
- Networking and effectiveness.
- Team working and your personal effectiveness.
- Time management and work planning.
- Summary and Conclusion.
Language: English.
Place: London – UK.
Venue (TBC): Radisson Edwardian Sussex Hotel (Address: 19-25 Granville Place, Marylebone, London W1H 6PA – UK).
