Soft Skills, This training will be a combination of 3 workshops as Follows:
- Emotional Intelligence “Putting People First”: Is focused around understanding how to lead, manage and work in organizations and achieve better results. Now individuals and organizations need to be adaptive and flexible to deal with quick changing environments. This workshop is about understanding what individuals, teams & organizations can do to improve overall organizational performance. It is about communicatingeffectively, understanding self and others and knowing how to apply this knowledge to motivate and deliver positive change to yourself and the people around you through embracing change and becoming more engaged. Essentially understanding how to become a role model and leader in the organization – and understanding your impact on others around you. Excellence in organizations is all about attracting the best people and inspire them to perform at their best – this involves not just professional competence, but also emotionally competent people. This workshop is focused around building emotional intelligence in all its facets and areas.
- Negotiations Skills: Negotiation Skills” – is a three-day program. The first day is focused on negotiation fundamentals while the second and third day look at advanced negotiation techniques and planning for a negotiation challenge. At the end of each day participants are expected to prepare for the next day and apply the concepts and new tools they are exposed to.
- Professional Customer Service “Complaint Management”: Individuals will review and develop professional customer services skills related to their specific environment. Reviewing the current practices and focus on improving current tasks to become more professional, add more value from a customer’s perspective, like courtesy and improving clarity of expectations. Clear, direct and courteous communication will save time for both customer and service agent. This normally requires updating face to face communication, phone and email skills. Most customer service skills are common sense, but often not common practice! They can be taught and practices in a few hours, but It is not that simple, because each person has to have the motivation to provide the service to a high level all the time. Increased desire and motivation to do so come from an understanding of the close link between good service and confidence in ourselves, our colleagues and leaders and trust in the organization as a whole. It is the attitude of the individual which makes all the difference – so some time will be used to ensure participants become aware of the attitude displayed through the quality of their work. This high impact short workshop will be very practical in nature – preferably using relevant examples of the organization. Most organizations believe that employees deliver excellent customer service.
Course Duration: 8 Days, 7hrs/day.
Course Delivery Method: Face to Face.
This course is in association with the CPD Certification Service (CPD).
Instructor: Hans Horlings, brings more than 25 years of direct management, training and consulting services experience to his clients. His role has switched between management consulting, corporate management, management training/education and executive coaching assignments. Hans has worked as a manager/employee for large organizations like Philips, Shell, Athur Young and Heinz-Wattie but also has ran small entrepreneurial organizations as a partner like Internet Group Ltd and Innesskirk Global. Currently Hans operates as a free- lance trainer, coach/mentor and management consultant.
Investment: Total course cost including instructor fees 28,890 USD Excl. VAT. The total cost does not cover Venue Expenses.
Number of Delegates: 20
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