Collaborative Communication

Recommended duration: 2 days, 15 contact hours / course

Number of participants: 8-16 participants/ group

Language level requirement: upper-intermediate (B2+)

Strategic Purpose: This is a time when the use of digital channels and fast-developing technological solutions are increasingly being used to support and assist customers, yet it is the personal connection that can offer the competitive edge. This workshop provides participants with the rationale and skills to deliver outstanding levels of virtual and in person service to colleagues and customers in the interests of driving the success of the business.

Business Outcome (How You Will Benefit)

When you apply the knowledge and skills you learn in this workshop, you can expect business results that include:

• collaboration and communication supporting a customer-centric mindset, while also meeting the needs of the service-givers
• providing a positive, helpful, timely experience for the people you serve, whether they are colleagues or external customers
• using practical techniques and good industry practice to continuously hone existing skills to enhance performance and create value

Learning Objectives (What You Will Learn)

This workshop will provide you with the knowledge and skills to:

• build on the benefits of good customer care
• go beyond re-activity, to be pre-active and pro-active
• cultivate a consistent service culture by developing all your roles
• place yourself in the ‘big picture’ by locating yourself in the internal network
• see the exchange from both sides with a double perspective
• nurture inclusive relationships with colleagues and external customers
• choose the right channel to communicate most effectively
• use your voice, writing skills and active listening to communicate assertively
• defuse emotions to take control
• analyze and resolve situations using the Six Human Needs
• deal with situations and people you find difficult