Introduction and Course Overview: The foundation for success in almost any career, is the ability to express yourself clearly, solve problems and adapt to new situations. Building personal and professional relationships are the key to success in these areas, but it's true to say that some people appear to just 'get on with people' while others seem to have a mountain to climb. Building better relationships with your most profitable customers is vital. All customers are not the same and the level of service delivered should be segmented.
Building better relationships with your most profitable customers is vital. You need to start focusing better attention on your most profitable customers or somebody else will. Pareto's principle suggests 20% of your customers are responsible for 80% of your revenue so why treat all your customers the same. If you want to improve your relationship building skills, our course will surely help.
Key learning outcomes
About Positive Relationships
Models of Behaviour
How we communicate, the parts of communication and the importance attached to each part.
Communication is a two-way street: learn the benefits and barriers to communication face to face or by phone.
Increasing your Likeability Factor
Why do we like some people instantly and find others harder to communicate with? See how we can improve our skills in this area.
The Assertive Approach to Relationships
Learn about the communication wheel, which is the model by which most human communications work including elements of understanding, respect and affection.
Understand how physical and psychological stressors can impact of the human voice.
Openness, Disclosure and Feedback
Learn about aggressive, passive (submissive) and assertive behaviours and how they impact on interpersonal skills.
Understand how to prepare to act assertively by using the 3 steps approach to assertive behaviour. Identify your strengths and weaknesses.
Your Personal Action Plan