17064 Other courses in Armthorpe delivered Online

Call escalation is including others in facilitating the resolution of a customer request. It may take place in person, on the phone, or through electronic communication. We will show you four steps in handling customer issues and call escalation. Learning Objectives Explain when call escalation is appropriate, Apply CORE™ steps for effectively facilitating an escalated call Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

There are four relationship styles. Understanding them helps improve how we relate to ourselves and others. Each style has value and strengths. People rarely set out to be difficult. Discover the four styles and how you can identify and manage each one. Learning Objectives Identify the four relationship styles in people, Explain how to use behavioral flexibility with each style, Create positive interpersonal relationships Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Initiative is the ability to take action without specific directives from others and is critical to organizations to stay competitive. Discover how you can achieve balanced flexibility while understanding how to see worthwhile opportunities. We will show you how to act responsibly without being told what to do. Learning Objectives Explain the importance of taking responsible initiative, Exhibit personal attributes for responsible initiative, Apply ways to go above and beyond Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

We will guide you to be calm and ready for the bid day. Avoid the ten biggest presentation mistakes and understand the importance of a call to action. Use our tools to manage your anxiety and fear to be confident and natural. Remember to enjoy yourself and focus on what really matters, helping others. Learning Objectives Explain how to avoid the 10 biggest presentation mistakes, Apply nine prescriptions for managing anxiety Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Recommendation questions enlist buyers to tell you the benefits, increasing buy-in. They hear the benefits twice-once from you and again from themselves. Discover how to increase acceptance in your solution and how you can help teach buyers to convincingly present your solutions to others. Learning Objectives Explain the benefits of recommendation questions, Guide persuasive conversations using STēR questions, Adapt questions to small and larger sales, Apply recommendation questions with non decision-makers Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Credibility is the ability to inspire belief. The two dimensions of credibility are trustworthiness and expertise. Understand the steps for building credibility that include planning, training, listening, trusting others, building democracy, and building community. Implement the disciplines of credibility to increase credibility. Learning Objectives Explain why credibility is the core of effective leadership, Apply steps for gaining and maintaining credibility, Describe three ways to restore damaged credibility, Identify top four qualities expected of leaders Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Assertive behavior is to confidently express what one feels, believes, or thinks while respecting the boundaries of feelings, beliefs, and thoughts of others. Understand the three components of interpersonal communication in more detail, verbal, vocal and visual message. We will show you how to own your thoughts and feelings and take a stand to express your rights or emotions. Learning Objectives Identify the three components of interpersonal communication, Describe the benefits of assertiveness, Explain verbal, vocal, and visual language and behaviors Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Personal accountability is about taking control of your life to achieve the outcomes you want by design, not by default. Understand the difference between the victim and victor and apply the four stages of the victim or victor cycle to keep your team accountable. Understand why collaboration will be vital throughout the four stages when others accountable. Learning Objectives Define personal accountability, Describe the four stages of the Victim Cycle, Implement the four stages of accountability Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Some situations foster greater confidence than others. Success and failure are not events, but self-fulfilling tendencies. The core of confidence is competence. When you know what you're doing and have the skills necessary to execute a plan of action, confidence naturally builds. Discover five ways to identify your strengths and four ways to develop strengths. Learning Objectives Describe how confidence builds rapport, Identify your strengths, Implement four ways to develop your strengths confidence, Summarize strategies for managing weaknesses Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Pros of consensus-building are to gain widespread agreement with a group, but it's more time consuming that voting. There's no room for competitive positions trying to win over others in consensus. Agreement requires what's best for the team. Discover ways to navigate agreements and implement six steps for reaching team consensus. Learning Objectives Describe the conditions for successfully reaching consensus, Apply a quick-consensus model for urgent decisions, Implement six steps for reaching team consensus Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams