Step Out of the Box 2: Leverage Team Diversity Courses and other IT courses from TEKsystems Education Services

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Course Code:	MQ 427
Course Abstract:	How much emotional energy do you spend with challenging customers on a daily basis? This class will teach you effective and professional ways to turn those challenges into trust building conversations. Participants will learn innovative tools to listen beyond the first story heard and to differentiate between content and context of conversations. Each customer communication will make attendees grow professionally and add value to the company in terms of revenue and customer loyalty. At the end of each day participants will be less tired, because they will have achieved more without working so hard on “putting out fires”.
Audience:	This course is designed for managers, directors, and team leaders who deal with internal and external customers.
Duration:	1 day
Learning Outcomes:	Upon completion of this course, the participant will be able to: > Significantly improve professional listening skills > Identify personal communication style > Enhance customer service effectiveness and productivity > Identify clues for emotional intelligence application > Learn a professional “Out of the Box” conversation model > Practice communication skills in a real business scenario > Identify new opportunities to apply this communication model
Course Topics:	Behavioral Style assessment results Professional listening Distinctions: Taking charge of ‘complainer conversations’ Emotional Intelligence in action Levels of professional communication How to build trust through challenges
Prerequisites:	Online communication style assessment DISC.

Step Out of the Box 2: Leverage Team Diversity Course

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