Improving Workplace Communications

In Improving Workplace Communications, you'll learn ...

• How to view your daily work from a customer service perspective
• The three possible outcomes “customers” may experience from encounters with them
• How to identify “moments of truth” in your daily work life
• How to analyze your daily interactions for potential opportunities for change

Overview

Preview a portion of this course before purchasing it.

Credit: 2 CPD

Length: 48 pages

Many people have probably not considered what it is like (in the eyes of others) to work with them. Like the famous cartoon character, Popeye, they think, "I am what I am and that’s all that I am..." and consider nothing more about it.

In reality, the experience of working with you can range from someone thinking, "What a jerk!" to "Wow! What a nice person. I’m glad I met him (her)!"

You may be asking yourself, "Why should I care what kind of an experience I create when working? I’m paid to work – not to create an experience."

In today’s world, that may not be very true. In fact, the more positive of an experience that you create when interacting with others may do wonders for your career or, at least, make your existing job create less wear-and-tear in your own life. This course will give you insight into specific things you can do TODAY to make your work life a lot more enjoyable and maybe expand your career opportunities, too.

Learning Objectives

Upon completion of this course, participants will be able to:

• View daily work from a customer-service perspective.
• Identify the three possible outcomes customers may experience from an interaction.
• Recognize “moments of truth” in daily work activities.
• Analyze daily interactions for potential opportunities to improve communication.
• Describe the available choices for responding when working under stress.
• Identify the messages communicated to customers before any words are spoken.
• Apply techniques for dealing effectively with angry customers while preserving goodwill.
• Identify your individual working style.
• Recognize the working styles of others.
• Adapt your communication to work effectively with styles other than your own.

Certificate of Completion

You will be able to immediately print a certificate of completion after passing a multiple-choice quiz consisting of 15 questions. CPD credits are not awarded until the course is completed and quiz is passed.