Tools of professional communication

GOAL

The growth performance of the Company through the development of a front-office for communication technology management contact with clients, identifying client's request, reasoning, influence and persuasion and handling objections and negativity.

The RESULT

 

• The participants developed a common understanding of the principles of professional communication with the client;
• Mastered the algorithm of preparation for communication;
• Staff practiced in the techniques of establishing contact and norms of business etiquette;
• The participants worked their skills to Express the orientation at the customer's request;
• Mastered the techniques of persuasive argumentation and influence in the negotiations.
• The participants practiced the technique of working with negativity;
• Developed scripts describing the behavior of the employee in standard communication situations with the client.

THE CONTENT AND STRUCTURE

MODULE 1: "PREPARING FOR COMMUNICATION"

• Principles of professional communication;
• Preparing for communication with the customer: the product, the tactics, the emotional state.

MODULE 2: "MAKING CONTACT AND ORIENTATION TO CLIENT REQUEST"

• The requirements of business etiquette in the work of the front office;
• Technology orientation in the other person – the principle of the funnel questions;
• Typology of clients according to their needs, work experience, current challenges and expectations of the client.

MODULE 3: "WORKING WITH OPINION OF THE INTERLOCUTOR: ARGUMENT, PERSUASION, INFLUENCE"

• Persuasion on the basis of the leading values;
• Persuasion through argumentation: a logical application of the apparatus;
• The belief through the influence: working with images and analogies.

MODULE 4: "THE ACHIEVEMENT OF AGREEMENTS: WORK WITH NEGATIVE AND COMPROMISE"

• Technique of working with negativity: trim, dissuading and counterargument;
• Tactics work with concessions: the model step-by-step concessions and preferences;
• The basics of conflict management.

METHODS

Training is a form of interactive learning material on the professional life of the participants.

ORGANIZATION:

Duration:1 training day (8 hours).

Number of participants: 12-16

Timing: the results of group recruitment

Format of training: public or corporate