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Id <br />1266 SKLL AN AVtNut W. <br />POt[v�tu, MINNt[GTA 65113 <br />(612) 631-0710 <br />CLIENT ORIENTED COMMUNICATION AND <br />CUSTOMER RELATIONS <br />1. THE IMPORTANCE OF PUBLIC CONTACT: UNDERSTANDING <br />THE EXTERNAL AND INTERNAL DYNAMICS OF PR <br />a The role of employee morale in customer/client relations. <br />b. The effects of stress and turnout on customer/client relations: <br />The customer as victim. <br />c. The relationship between attitude and customer satisfaction. <br />d. Determining the organizational image you want to have. <br />2. RECOGNITION: THE KEY TO SATISFIED CUSTOMERS <br />a. Qualities which customartrclien's look for in organizations- <br />b. Specific methods for ensuring that customers are recognized. <br />3. TEST YOUR COMMUNICATION SKILLS - Questionnaire designed to help <br />participants assess their interpersonal communication skills. <br />4. CLIENT -ORIENTED COMMUNICATION <br />a. Determining the communication style of your customer/client - <br />Thinker, Doer, Feeler, Intuitive <br />b. Role-shffiting - Leaming to communicate in the style of your listener <br />c. Determining your own style and how Z helps or hinders you in point <br />of contact work <br />5. LISTENING EFFECTIVELY IN ORDER TO ASSIST OTHERS <br />a Roadblocks to effective listening. <br />b. LLN es of listening aryl wthen to use each. <br />c. Reflective and non -reflective listening. <br />5. MAKING SURE YOUR MESSAGE IS HEARD <br />a. ; leiyzu 1g tirj a(oienoe. <br />b. Simplifying the message. <br />c. Cueing the listener on important points. <br />d. Summarizing <br />7. INFORMATION GATHERING: PROBING TECHNIQUES <br />a Types of questions and their purposes. <br />b. Sequencing questions to get the most information. <br />n. Establishing and maintaining trust during the questioning process. <br />