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"Understanding what the customer
sees when you are in front of them is great! The feedback was excellent.
A terrific course!"
- Account Manager, EMC
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Consultative Communication:
Influencing and Managing Others
Whether meeting with a peer in another division of
your company or with external customers, knowing how to successfully
guide and influence is
critical. In the Consultative Communications workshop, communicators
learn how to productively interact with people in small, informal meetings
in a way that naturally expands business opportunities.
Participants
learn empathic paraphrasing, probing and surfacing assumptions, heightening
their ability to become trusted advisors to peers, colleagues and superiors.
Through in-depth listening skills, deeper relationships develop that "synch" participants
with peers, customers and partners. Participants are coached to expand "conversational
territory," and to use interpersonal skills that reduce conflict
when probing for information.
Dialogue tools equip participants to
take advantage of all communication interactions and uncover areas
for cooperation.
By sharpening their interpersonal "GUI interface," participants
learn to create an environment in which others are more comfortable
discussing their real needs. Participants come away with a dramatically
improved
ability to influence others in small, informal meetings.
Objectives:
- Create an environment where customers are
free to express hidden preconceptions
- Turn negative
feedback into deeper understanding and relationships
- Increase sensitivity
to customer perceptions and create an ongoing dialogue between equals
- Understand
how to create ongoing customer relationships
Results:
- Quickly engage
customers more deeply, opening potential sales opportunities
- Surface
mutual mistaken understandings, deepening customer satisfaction
- Build
a voluntary referral base
- Develop a network of opportunities within
customer organizations
Delivery: Customized formats, including
workshops, online, one-on-one coaching and consulting.
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