Tactical Communication 101: Dealing Effectively with Difficult & Aggressive Behavior (3 hours)
An interactive course designed to help participants defuse and de-escalate conflict. The course is intended to provide frontline customer service personnel with tools and options to calmly and effectively address aggressive behaviors and challenging situations encountered during the course of performing their duties.
Learning Objectives for Tactical Communication 101: Attendees will learn how to:
Understand the fundamental characteristics of professionalism.
Reduce customer complaints through effective communication strategies.
Use paraphrasing techniques as a communication tool.
Demonstrate active listening skills to better understand the customer.
Recognize potential stress inducing behaviors at work.
Identify inconsistencies between one's communication style and that of customers and co-workers.
Strengthen professional credibility.
Tactical Communication 201: Setting the Tone through Effective Communication (3 hours)
The second of two seminars designed to assist frontline staff in delivering excellent customer service. Attendees learn techniques intended to assist them with communication challenges frequently encountered when dealing with customers. This session focuses attention on the influences that affect our ability to successfully communicate with the public and co-workers. Information presented in this course builds on the skills and techniques introduced in Tactical Communication 101.
Learning Objectives for Tactical Communication 201: Attendees will learn how to:
Appreciate the influence of the first impression.
Understand the effects of rudeness.
Identify the effects of “Mood Quotient.”
Define and appropriately apply empathy with customers and co-workers.
Recognize the physical signs of deception.
Define learned and situational optimism
Recognize customer service as an attitude