Making the Point without Making an Enemy is an interactive half-day programme designed to give people working within a regulatory setting the tools they need to be successful with their customers. The programme focuses strongly on the need to communicate effectively and professionally with customers without letting difficult situations affect individuals personally.
Learn how to
- Identify the key elements of a successful customer communication
- Understand the concept of customer value and how it applies in a regulatory setting
- Develop strategies to help customers be successful even when all their needs can’t be met.
- Examine your own influencing style and review the impact of this in customer transactions
- Use assertive behaviour to get good communication results
- Recognise common communication conflict triggers and how to avoid them
- Say what you want in a way that is likely to be received positively
Making the Point without Making an Enemy gives you
- Half a day of facilitated insights focusing on customer communication in a regulatory environment
- The ability to recognise the difference between professional and personal accountability
- The skills to manage customer interactions successfully and to de-escalate conflict situations
- Lots of practical exercises to work through with your colleagues
