Business Training Library
Communications
All courses below are available through the Business Training Library (BTL)
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The Dynamics of Interacting
Duration: 2 hoursThis course is about developing your ability to dynamically interact with others. You will examine types of negotiating styles and strategies and ways to best apply that knowledge in communicating what you want out of a deal. Choosing a style and strategy that feels right for you can enhance your confidence in pursuing your outcome. In addition, you will discover ways to strengthen your emotional control in difficult situations.
Effective Relationships With Customers
Duration: 2 hoursThis course introduces the ingredients for creating and maintaining more effective and productive relationships with your customers and explains why these elements can generate better outcomes than earlier customer paradigms. The most effective relationships are mutually supportive and mutually beneficial. And they last beyond next quarter's returns. Investing in the relationship and creating value for your customers rewards your business as well.
Making Telephone Calls Count
Duration: 3 hours 30 minutesWhether you handle one call a day, or dozens, you have the power to make every call count. Is the service you deliver to your customers over the telephone merely satisfactory, or is it superior? When challenges present themselves, how well do you handle yourself? What do your actions say about your company? By fine-tuning your listening skills, you'll be able to deliver truly superior customer service. Different customers have different communication styles. By tuning into each customer's communication style and responding appropriately, you'll make stronger connections and build better rapport. By asking the right questions, you'll ensure your customers get the service they really need.
Presenting Successfully
Duration: 3 hoursThere are a number of basic types of presentations, but all presentations have four things in common: a presenter, an audience, a venue, and a message. This course concentrates on showing how each of these vital elements has to be taken into account when preparing a presentation. Presenting is a skill that needs to be learned and practiced, starting with how you prepare, and you will be shown a simple but powerful method for selecting the right content, and then structuring it. Controlling nerves is an important part of preparing, and this course helps you to remove anxieties in the presentation environment by making sure that the venue is set up correctly, and ensuring that you rehearse appropriately.
What to Do When the Going Gets Tough
Duration: 2 hoursThis course explores ways to navigate around the potholes, barriers, and hurdles that may appear during negotiation. You'll discover methods of dealing with them rather than avoiding them or being sidetracked by challenges. In addition, you'll examine the basics of third-party intervention and fostering good will.