Customer Facing Skills
Course Overview
Critical Conversations For Dummies is a step-by-step reference for the variety of crucial conversations life presents in the workforce. It’s packed with strategies for preparing for high-stakes situations; being persuasive (not abrasive); knowing the value of assertive communication; resolving failed promises and missed deadlines; maintaining morale when firing staff; getting new employees off on the right foot; managing staff relations and strengthening team relationships; understanding audience needs and motivations to get positive results; altering confrontational language to cooperative language during difficult conversations; and building relationships in the face of conflict.
- Part I: The Anatomy of a Critical Conversation 7
- Chapter 1: Let’s Get Critical! Making Conversations Count 9
- Chapter 2: The Ins and Outs of a Critical Conversation 23
- Chapter 3: Critical Conversations: Key Elements to Get You Started 43
- Chapter 4: Delivering the Message with Impact 57
- Chapter 5: Knowing When It’s Time to Have a Critical Conversation 69
- Part II: Making Sense of How You Communicate 83
- Chapter 6: Building Effective Verbal Communication Techniques 85
- Chapter 7: Grasping Nonverbal Cues 99
- Chapter 8: Working with Different Communication Styles 113
- Part III: Getting Down to Specifics: Creating a Critical Conversation 127
- Chapter 9: Here’s the Warm-Up: Getting Yourself Ready 129
- Chapter 10: Keeping Challenging Situations Productive 143
- Chapter 11: Closing the Conversation with Ease 159
- Part IV: Putting It All into Practice 169
- Chapter 12: Conversations in Good Times 171
- Chapter 13: Conversations in Bad Times 185
- Chapter 14: Dealing with Staff Disputes 199
- Chapter 15: Identifying and Working through Workplace Complaints 215
- Chapter 16: Resolving Difficult Behaviors with Critical Conversations 231
- Chapter 17: Customer Conversations 249
- Chapter 18: Hot Topics in Team Conversations 263
- Part V: The Part of Tens 273
- Chapter 19: Ten Benefits of Leading a Critical Conversation 275
- Chapter 20: Ten Ways to Keep Your Cool No One Else Is 283
- Chapter 21: Ten Ways to Manage a Conversation That’s Going South 291