Duration: 2 Days
Course Overview
This 2-Day Workshop looks at issues that arise when we communicate with stakeholders and do not effectively manage expectations.
Issues arise when interactions with our stakeholders are one sided and we do not manage their expectations:
– Unrealistic outputs
– Time frames not clarified
– Expectations are mismatched
When expectations are not managed effectively then conflict is likely to occur. No matter how we communicate a mismatch between our goals and objectives and those of our stakeholders has been created. The key is to proactively manage our communications, building engagement. Building clear communications will improve relationships and enhance the reputation of your department.
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COURSE OBJECTIVES
• Text
Course Content
Building Effective Partnerships
• Build relationships with stakeholders
• Identifying their expectations
• Learning to manage expectations by saying no
• Enhance the state of your communication with partners
• Handling misaligned goals
Developing a Customer State of Mind
• Defining and communicating the goals of customer service excellence
• Meeting expectations of all parties
• Setting goals
• Walking the talk; experiencing the customers point of view
Creating a Proactive Communication Stance
• The impact of communication tools on engaging with customers
• Leveraging emotional intelligence
• What to say and what not to say to customers
Toolkit for Successful Conversations
• Enhancing your communication skills for a successful conversation
• Tools for managing their body language, speaking persuasively, active listening, asking questions, and using probing techniques
Active Listening Techniques
• Employing active listening for improved results
• Clarifying your communication with questions
• Building empathy
• Knowing when you have the full message
• Feeding back what you think you understand
Handling the “Difficult Customer”
• Establishing the root cause
• Techniques for diffusing anger
• Establishing the why of difficult customers
• Finding solutions, through proactive problem solving
Leveraging a Range of Influencing Strategies
• Involving others in the decision-making process
• Addressing the other person’s concerns
• Trading knowledge, information, through bargaining
• Building relationships to create mutual understanding
• Tailoring a message according to their social style
• Using the circle of influence
• Applying an influence formula to a range of situations
Modelling Negotiations
The life cycle of negotiations: Preparing; bargaining; closing
Preparing for Negotiations
• Identify your fears
• Gather as much information as you can about the other party
• Figure out your Walking Away Point (WAP); Best Alternatives to a Negotiated Agreement (BATNA);
• Identify the Zone of Possible Agreement (ZOPA)
• Reaching mutual gain
Moving Beyond No
• Using a range of strategies to not stop at no
• Handling powerful emotions
• Knowing when to close