Communicating & Understanding Customers

DATE: Thursday 4th April 2019
TIME: 8.45am-3:30pm
VENUE: Magpies Waitara, 11 Alexandria Pde, Waitara 

Synopsis

Communication underpins the quality and success of all relationships. An ability to identify the different and preferred methods of communication then learning to adapt can play a key component towards success with all your customers and stakeholders. When communication skills are targeted, we can make sure internal and external communications positively impact business results. We can ensure customer experience and journey becomes smoother and more relevant. We can target smoother problem solving towards positive outcomes.

Course Objectives

By the end of the training, program participants will:

• Have received practical, easy to apply tools to improve communication both internally and externally

• Be able to identify practical strategies of how individuals and teams within the business can improve and adapt their communication skills

• Learn how to identify the 4 primary types of customers, and recognise the clues and triggers to be in a position to adapt

• Identify the 'buckets' of language that appeal to the 4 primary types of customers

• Learn how different customers take in information, make decisions & then relay those decisions back to their world

• Recognise the ways to then engage and appeal to the different profiles

• Identify customer drive or motivation & and be able to design or adapt communication appropriately

• Understand the 5 facets of Emotional Intelligence including Social Regulation & Social Skills

• Access the 4-Mat Communication Model toolkit 

• Receive a Communication Commandments cheat-sheet

Target Audience: CEOs, Managers, Senior Leaders, front line staff, client facing roles & customer service roles

Presenter: Mark is a L&D professional with over 20 years experience in more than 40 countries. He is accredited in a variety of behavioral sciences, sales methods and leadership capabilities. As an author, director and presenter, he is the creator on an online LMS academy with content covering personal development, leadership development and professional development.

Registration is essential. Deadline for bookings: Monday 1st April 2019

Cost: 20% discount if you book by 15th March 2019. Please enter CHSP under Gift/Promotion Code to obtain the discount. All prices include GST.
$95: CHSP service workers, $135: non-CHSP service workers, $95: non-CHSP volunteers, $25: CHSP volunteers

Group Discount: In addition to the 20% Early Bird offer, you can receive an additional 5% discount for 2 bookings or 10% discount for 3+ bookings. To organise, contact Shirley: shirleyc@yourside.org.au or 1300 134 332

Enquiries: For more information contact Rosanna: rosannac@yourside.org.au or Shirley: shirleyc@yourside.org.au or T 1300 134 332