Customer/Client/Colleague
Interaction Curriculum
Courses and coaching in
this area are designed to develop skills in interacting with customers,
clients, and colleagues in a variety of situations. The courses are tailored
very specifically to the needs and challenges of the participants.
Specialized Courses
Business
Interaction Skills: examines
the business relationship and the role participants play in that relationship.
The course focuses on developing skill in choosing the
appropriate communication strategy for dealing with conversation,
objections, challenges, defensiveness, and conflict. As with the speaking
courses, control over physical delivery while coming up with the appropriate
response is emphasized. The course is two days in length and includes a number
of active small group exercises. Ideal class size is 8-15; the program is
most effective if taken after one of the above described speaking courses.
Advanced
Business Interaction: Remote Connections is a course
for those whose prime contacts are remote: via telephone, Zoom, Webex,
Facetime, and Skype. Here, the task of establishing credibility,
maintaining audience attention, assuring understanding, and defusing defensiveness
can be even more difficult. Emphasis here is on the dialogue, choosing
the right approach and response, and using the voice and non-verbals to assure
the success of the interaction. The course uses regular voicemail
and mini-cases as appropriately tailored to individual audience needs.
Advanced
Business Interaction Face To Face: is also a follow-up to the more
basic course, but this course is intended for those whose customer/client
contacts are most often in person. In addition to working on the areas
noted above, this course focuses on controlling the total spectrum of
non-verbals available as well as reading the non-verbal cues of the other
person. The course, one to two days in length, includes videotaping and
small group exercises. Ideal class size is 6-8.
Facilitating
and Business Interaction: A fourth
course combines development of speaking skills with facilitating skills.
The role of the facilitator can be quite different from that of a presenter; as
meetings proceed, presenters may have to step into the facilitator�s role for
a period of time. Typically, a day of facilitating skills training follows two
days of training in speaking and presenting; the facilitating skills training
could stand alone, and could be expanded, depending on needs.