Facilitator

Desirée Williamson

Description

Customer-driven organisations recognise the imperative of being responsive to client needs and expectations. However, how do you deal with clients who are demanding or have unrealistic expectations? How do you say ‘no’ to a client, but maintain a positive relationship? How do you persuade your client to trust your professional judgment? And how do you do all that remotely?

In this masterclass, you will learn how to use sound communication skills, with a particular focus on dealing with clients remotely. You will learn some key principles for ensuring a confident and assertive communication style online, while still maintaining a positive client relationship.

Learning Outcomes

Participation in this masterclass will help you to:

  • plan for the client conversation so that you have a clear strategy
  • use interpersonal and questioning skills so you understand the interests behind your client’s position and can achieve a win-win
  • employ the appropriate strategy to resolve client issues.

Content

  • Current communication theory
  • Assertiveness and the alternatives
  • Negotiation strategies and tactics
  • Generating options for a win-win
  • Persuasion

Target Audience

Business owners, people leaders and employees

Contact Us

0508 ODI ODI  (0508 634 634)
03 943 2373

info@odi.org.nz

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