Effective Customer Engagement
Welcome to the micro-site for Effective Customer Engagement training. We have set it up to provide extra support and information for anyone who has taken part in a workshop.
Why are you here?
As a key member of front line staff, and possibly also a local resident, you play an important role in representing your employer to the public. This is why you’ve been invited to take part in Effective Customer Conversations training.
Many of you will have experienced situations in which misunderstandings and rumours are affecting a resident’s view of you and your employer, and making it harder for you to do your job. This workshop is about building on your communication skills so that you can communicate better with residents.
Building a relationship with someone and understanding their concerns leads to greater trust, allowing you to help them more effectively. We’ll show you exactly how thinking about communication in this way can be useful when working with residents.
How training will work
Your workshop will be very informal and there will be plenty of time to share ideas, practice simple communication techniques, and ask questions.
After the session
You will be able to find all the materials from your session on this microsite.
We will call you a few months after the session to find out whether it was helpful to you. This is so we can improve the course for future delegates.
How this programme works
We are running sessions in the London Boroughs of Bexley, Havering, Sutton and Barking and Dagenham. In each area, we are inviting people from across the public and voluntary sectors to attend.
The training is being paid for by Capital Ambition, London’s regional improvement and efficiency partnership.
Learning outcomes - what we are going to do
By the end of this training, you should be able to:
Local scene:
Understand what local residents think about the area
Understand the emotional content of residents’ concerns
Module 1: active listening
Understand the principles of active listening
Be able to ask questions appropriately
Module 2: delivering bad news
Recognise the major mistakes people make when delivering bad news
Understand how to deliver bad news effectively
Deal more confidently with difficult situations
Module 3: challenging without confrontation
Describe common distortions
Challenge local myths and misconceptions
Understand the principles of challenging without confrontation
What we are not going to do
Solve all local problems overnight just by doing one workshop about communication!
Last Updated on Friday, 03 June 2011 13:43
