The Effective Service Manager Module 2 (3 Days)

REVIEW OF MODULE 1 ACTION PLAN

PREPARING THE COUNSELLING SESSION

- Using a counselling log

- Tools for effective counselling

- The 5 D`s of counselling

- Potential problems

PEAK PERFORMANCE THROUGH GOAL SETTING

- Setting S.M.A.R.T goals

- Why people don`t set goals

- Overcoming limitations

- “The steps to success”

EMOTIONAL INTELLIGENCE

- What is it and why is it important?

- E.Q. vs. I.Q.

- Why we lose customers

- The hard case for soft skills

- E.Q. personal assessment

EFFECTIVE COMMUNICATION

- The stages

- The obstacles

- Overcoming the “blocks”

- Listening and perception

- Body language

- Developing rapport

GIVING FEEDBACK

- Giving criticism constructively

- Some rules

- Stimulate through praise and recognition

ACTION PLAN

Each delegate will set tasks to be implemented and monitored before module 3