People Influencing, Emotional Intelligence, and Customer Care Skills

 

People Influencing Skills

Course Aim

To highlight a range of skills and strategies in order to improve the ways that you are able to influence other people.

 

Course Objectives

By the end of the session you will be able to:

• State the differences between ‘influence’ and ‘persuasion’;


• Identify the people you need to influence and why it’s important you influence them;


• Explore the four different ‘Behavioural Styles’ and recognise how to effectively build these into your ability to positively influence others;


• Practice communicating from the perspective of each of the four ‘Styles’;


• State how the first impression you make on another person will impact your abilities to influence them in all future situations;


• Identify good practice for making the best first impression;


• Examine the importance of building ‘rapport’ with others and how to do it;


• Identify the number 1 method for making people feel important;


• Discuss some of the challenges you have had in the past when trying to influence others;


• Identify your top tips for successfully overcoming these challenges;


• Examine the essential need for a high level of personal self-belief and positive mind-set when influencing others and how to achieve it;


• Note key learning points and any specific activities on your Action Plan.

Style of the Course

A mixture of training methods will be used including group activities and exercises, group discussion, some individual work, action planning and direct input from the Trainer.

 

Emotional Intelligence

OVERVIEW

This training course is designed to increase participants’ knowledge of “EQ” and to improve their interpersonal and intra-personal skills, as well as their adaptability, stress management and general mood.

Our emotional intelligence training builds an understanding of how emotions shape who we are, how we relate to others and how to improve relationships. Participants will leave with tools that shine a light on what EQ is and how to use it to great effect.

 

TRAINING METHODOLOGY

This training aims to ensure best retention rate and quick improvement in both employee and work performance within the work place alike, and has been structured into a two module- content workshop with 10 training hour, we will use our customized learning aids like Mind Management, case studies, and assignment. The workshop modules are developed as shown below in the modules section.

 

LEARNING OUTCOMES

By the end of this two-day emotional intelligence course, the participants will have:

• Gained an insight into emotional intelligence, what it is and how you can use it


• Developed an awareness of the BarOn EQ-i model, used to measure emotional intelligence


• Developed self awareness and self management of personal emotions


• Explored ways to advance personal emotional intelligence


• Recognised emotions in others, responding to those emotions in order to inspire high performance


• Understood the consequences of behaviour and weigh decisions before action

AUDIENCE

This course is for individuals who want to understand more about how emotions impact on people and how we choose our behavior.

 

TRAINING OUTLINES

This is a two modules content workshop with 8 contact training hour, as shown below:

1. The course focuses on:

• Definition of EQ is and its key components – BarOn EQ-i


• Occupational EQ and self-awareness


• Empathy & relationships for improved communications


• Managing your own emotions to positive outcomes


• Understanding change & others – difference in communication and decision-making


• Self-motivation & SOCS problem-solving

 

2. The learning will have four fundamental principles which will be:

• Highly engaging – (methods that talk to the ‘head and heart’)


• Interactive – (mix of experience, discussion and practice)


• Innovative – (latest thinking & tools) and…


• Encourage participation – (a ‘Socratic’ learning methodology applied) so that delegates take ownership of their own development and future behavior.

 

Customer Care Skills

Course Aim

To highlight a range of skills and good practice in order to deliver consistently high-quality levels of customer care.

 

Course Objectives

By the end of the session you will be able to:

• Identify the difference between an internal customer and external customer.


• State the basics of what your customers want and need.


• Identify the three important factors of customer service.


• State what is meant by the ‘ABC of customer care’;


• State the importance of first impressions and perception.


• Identify and develop a range of basic customer care standards that you can use in your organization.


• Identify reasons why customers might complain and the four types of complainer.


• State how to deal effectively with customer complaints.


• State a range of customer care ‘Do’s and Don’ts’


• Discuss the benefits of using ‘proactive’ rather than ‘reactive’ language when communicating with your customers.


• Identify what you can do to go ‘the extra mile’ with your customers.


• Note key learning points and any specific activities on your Action Plan.

Style of the Course

A mixture of training methods will be used including group activities and exercises, group discussion, some individual work, action planning and direct input from the Trainer.

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