This training is meant for all those whose job requires them to solve problems for or provide ideas, advice, or support to their manager, colleague and other departments.
Professionals at all levels are asked to solve problems for or provide advice and ideas to their colleagues, management, other departments, and external clients.
The Internal Consulting and Customer Service training course will help you achieve more productive relationships and partnerships through mastery of the techniques critical to interpersonal problem-solving, communication and trust-building. Following the process outlined in Peter Block's "Flawless Consulting", you will learn and practice a five-step consulting model that can be applied to any workplace setting. You will learn to diagnose problems, predict customer needs, suit their consulting style to those needs, make recommendations based on a substantiated decision making process, present their ideas in a clear and compelling manner, and fulfill client expectations. You will receive tips on listening to both verbal and non-verbal communications, receiving feedback and criticism, and understanding expectations that are implied though never explicitly stated. In short, this course will give you all the tools needed to understand and deliver to the implied consulting contract.
Upon completion of Internal Consulting and Customer Service workshop, delegates will learn to:
- Understand how their communication style affects their ability to communicate effectively with others
- Detect major communication barriers and build relationships based on positive communication and trust
- Apply a five-step process to maximize their effectiveness as a consultant
- Recognize the ten primary behaviors that demonstrate resistance and learn how to overcome them
- Overcome the human tendency to "solve" a problem before its cause is identified
- Enhance their influence with clients by following a joint decision - making process
- Uncover the secrets of making presentations that persuade and sell
- Encourage client participation to achieve increased buy-in for your ideas and recommendations
- Use questioning and listening techniques to help clients recognize needs and expectations that one can meet but that they didn't realize they had
- Respond to questions with tact, clarity and openness
- Say "no" without saying so when you can't provide what the client is asking for