This full-day "role-play based" program
shows support staffers, such as Information Systems and Human Resources
employees, how to deal more effectively with other organization members. The
attendees are shown what providing excellent support is all about. The class
consists of interactive lecture and role-plays. There are 9 different
role-plays that give attendees a chance to practice very practical techniques presented in the
class.. At the end of the day the group is
divided into teams of three each and the teams work through a difficult interpersonal situation. After each role play,
the results are discussed and a solution is provided for comparison and
discussion.
In our public seminars we limit the class size to 12 persons, so you get personalized treatment. Each class includes discussion about your situation and John Mitchell does everything possible to tailor the program to your needs.
Our clients have told us that we do an unparalleled and excellent job developing customized role-plays. We study your industry, your customers, distributors or other chain partners and your competitors. We may already have role-plays that are suitable for your situation. Our role-plays are based on real-life products and circumstances.
Introduction To
Interaction Effectiveness:
General principles and benefits of dealing effectively with others are presented.
The idea of support functions providing outstanding "customer" service
to the rest of the organization is explored and thought provoking questions
about teamwork are discussed. Role-play in this section.
Common
Behaviors: A bit of the theory for people's behaviors is presented and
discussed. Attendees are shown how to recognize the different types of
people and how to react to them. Other topics in this section include: Motivation
Theory; Types Of People; Styles Of
People; and Right And Left Brain Differences. Role-play
in this section.
Being
Professional: Here, we show that providing value and achieving
successful interactions are based on essential skills such as listening,
blending, re-directing and effective communications. Three role-plays are used
to re-enforce the material presented. Studying the other party from a number of vantage
points is crucial in determining how to deal with him. Attendees learn the importance of understanding what
motivates the other party. Role-play in this section.
Being
Courteous: The basic forms of courtesy are discussed and specific ways to
handle a variety of situations are presented and practiced. Techniques are provided for
"Putting Someone On Hold"; "Transferring Someone" and
"Being The Department Receptionist". Role-play
in this section.
Psychology
System: A comprehensive system for neutralizing a negative energy
customer is presented and practiced. This system takes the "brain
lock" away when faced with a difficult interpersonal situation. Exact
words to say for each aspect of the system are provided and practiced. Role-play
in this section.
Win/Win With
Difficult Customers: A variety of difficult customers are identified
and techniques for dealing with them are presented. Several role-plays are used
to practice the techniques that are presented. Role-play in
this section.
Transaction
Excellence: Getting
it right the first time, tips and techniques. Other areas included in this
section are: Being Easy To Do
Business With; The Cost Of Errors; Increasing Accuracy; Educating
Your Customers; Dependable Delivery; Certified
Internal Quality Control.
Being The
Best That You Can Be: Here we present a list of the skills that are used by truly effective support staffers.
We get the attendee's buy-in that constant improvement is necessary to achieve
superior performance. We also include in this section, the idea of choosing your
own attitude and discuss a number of alternatives. Role-play
in this section.
Managing Your
Time: In this section we provide tips, tools and techniques to make better
use of your time. Included is this section are: Developing
plans & goals; Using Microsoft Outlook synchronized to your Palm Pilot For
Your Calendar, To-Do-List, Contacts and Email; Scheduling activities based on
priority;
Crisis/Priority Quadrants; Batching Your Activities;
Establishing Goals And Plans; and Being Organized.
Role-play in this section.
Tools Of The
Trade: A number of the important "Tools Of The Trade" are
presented including: A great work station design; Call Recording Management Book;
Microsoft Outlook; Palm Pilots; Database
Software; Catalog Display Rack; and Other Software.
Team
Role-Play: At the end of the day the group is
divided into teams of three each and the teams work through a difficult interpersonal
situation. Role-play in this section.
What's In It For You:
|
Why Choose Mitchell Selling Dynamics- We have been doing customer service training for over 15 years. |
This program is presented as a custom program at or near your facility only..
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