Overview

Bridging the Gap of Expectations (Internal and External Customers)

Dale Carnegie’s quote, “When dealing with people, remember you are not dealing with
creatures of logic, but creatures of emotion.”

Learning Objectives

At the end of this course, you will be able to:
– Learn the elements of human behaviour
– Gain insights on your own strengths and limitations
– Be inspired to manage people with right attitudes and behaviours
– Manage unproductive feedback that can stall and limit your potential
– Turn difficult staff and customers into fans and advocates
– Understand the components of emotional intelligence and apply EQ effectively
– Communicate with tact and exudes professionalism in dealing with internal and external customers

Course Outline

Part 1:
– Understanding 21st century customers behaviours, needs and mindset
– Develop awareness on different pattern of behaviour
– Managing others: -Building right attitudes and behaviours
– Managing Differences: – Handling Global and Culturally Diversified Workforce

Part 2:
– Understanding EQ and how to empower staff
– Building Team Cohesiveness through better communication
– Managing Conflicts and turn a difficult situation around