Course Description

Imagine a team of professionals covering an integration of disciplines.  When a challenge arises; a deadline looms; you receive negative feedback from customers or personal performance assessments have not been completed and employee development objectives have not been fulfilled.  Do you find your team having misunderstood a task, unable to share their concerns, unmotivated to apply the customer-service protocol you have drilled into them, or have not passed on information to another employee, discover a broken link in the service chain or employees comment on feeling ‘unheard’. Your team may be victim to a ‘poor listening environment’ and deficient in interpersonal skills!

The importance of interpersonal skills in every aspect of business operations, for every manager, makes continuous professional development an essential management goal.  As an essential ingredient for success, listening is the first step for improving people skills and ensuring a service excellence for satisfied employees, inside out.

This intensive two-day course offers you the opportunity to turn things around and discover the importance of a positive and supportive working environment for the effectiveness and satisfaction of employees, your ability as a manager and assemble techniques in developing an ‘listening culture’.

We challenge you to close the road to failure and open the path to competitive advantage; discovering the tools and techniques for a strong listening environment and developing valued resources.

Course Objectives

• Identify and discuss the key components of interpersonal skills

• Identify the concepts and tools for creating a listening culture

·  Understand employees need for empowerment, self-confidence and belonging and the role of their satisfaction for success