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.

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  • 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
  • Learning Path:
  • Related Exams: None
  • Duration: 24 Hours
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