Training

Title:	Effective Communication with a Client by Phone
Trainer:	Amanda Keruze

Goal
 
The seminar is oriented towards the goal of helping employees to improve their skills of communication and to better understand themselves and their feelings during the communication process.

Programme Content

Communication via Phone

• In what way does it differ from the eye to eye communication? Pluses and minuses.
• Outgoing calls and incoming calls – what are the common and different features.

Active Listening

• Paraphrasing, using keywords.
• Voice intonation and loudness.

Questioning techniques

• Type of questions and how to use them.
• Identifying and clarifying the client’s needs.

Ways of Expressing Own Experiences and Feelings, and the Expression Content

• Creating images by means of words.
• Using positive language. Active words.
• Statements that provoke client’s behaviour in a negative way.
• Negative impact of professional jargon on communication.

Leading Talks

• Getting into contact.
• Leading a dialogue.
• How to put the client in a “frame” and not to let the talk last longer?
• Summing up the talk and saying goodbye.
• How to say “No”?
• What to say and what to conceal.

Building Relationship with a Client

• Relationship analysis by identifying the dominating behaviour type (according to E. Bern).
• Behaviour that promotes trust.
• Conversation’s pattern for communication with complicated or anxious clients.

Work with a Clients’ Objections

• Confuting objections.
• Conflict situations.
• Conflict solving methods based on different types of relationships models.

Feelings of an Employee while Working with a Client

• What do I think of my relationship with the client?
• Manifestations of self-esteem during a conversation.

Stress Caused by a Phone Talk

• Switching from the work to work.
• Stress generation  - causes and mechanisms.
• Practical methods how to improve emotional condition in 10-15 minutes.

Seminar Trainer

Amanda Íeruţe has obtained psychoterapist’s education in France at P.Boisen Psychoorganic analysis psychotherapy school, as well as holds a master’s degree from University of Latvia Faculty of Psychology. At present she practices in Latvia both as a psychotherapist and a group psyhological training leader. 
The lecturer has practical experience in sales and negotiation management with customers gained during her work for international airline companies. Ms. Amanda is also experienced in marketing manager duties then managing Latvian group of trading representatives of an airline company.

Learning Method

The learning method has been developed by taking into account the specific process of training adults. The seminar is based on training practical skills. It is real work situations of our client that are analysed during the seminar.
Participants work in small groups. In addition to new theoretical knowledge they also acquire practical skills for effective communication by actively participating in practical tasks, playing and analysing different phone talk situations, and sharing their experience with other group participants. Under the guidance of the seminar leader-teacher, participants will learn to recognise and understand their emotions in working with a client.

Training Material

Each seminar participant gets a hand out material – a manual which is used during the seminar and can be used after returning to his or her workplace.

Number of participants in group: 8 - 12

In conclusion of the seminar each participant will be issued a sertificate.