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 Conversational Intelligence®  Workshop
Aug
30
9:30 AM09:30

Conversational Intelligence® Workshop

Conversational Intelligence® (C-IQ) is a new body of work that presents a framework for knowing which kind of conversations trigger the lower, more primitive brain and which conversations activate higher-level intelligences such as trust, integrity, empathy, and good judgment.

 In this interactive, experiential workshop, Ava Gibson will introduce you to some of the concepts and tools of C-IQ. You will have the opportunity to apply skills learned to personal and work situations.

Topics will include:

  • What makes a conversation feel ‘great’ or feel ‘bad’

  • The chemical cocktail of conversations: the significant role of neuroscience behind it all

  • The three levels of conversations and when each level is appropriate

  • How to minimize fear and establish an environment of trust and connection

  • Understanding and working with emotional triggers

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May
17
8:45 AM08:45

'Minimise Impact of Complaints' workshop

"I'm not happy with this service. I want to speak with your manager"
I have had to waste my time bringing this product back because it doesn't work properly"
'You told me it would only cost $223 and now you are going to charge me $232. That's not fair!"

Handling an upset, dissatisfied or complaining customer or client is not always easy. It has an impact on you, and your business, especially when it is not satisfactorily resolved.

 

The research is clear that dissatisfied customers and unresolved complaints:

  • damage your business reputation
  • lose you customers unnecessarily
  • increase costs
  • cause stress

Orb Solutions provides practical, effective complaint management tools & tips. 

You will learn:

  • how to recognise a complaint - often people miss them!
  • to understand the impact of complaints 
  • skills to assist with listening, talking, and problem solving with a dissatisfied customer
  • dealing with difficult behaviours

EARLY BIRD SPECIAL: 

$215 (before 4 May 2016).  

$245 (after 4th May 2016)

Course includes morning tea

Maximum of 12 participants

* This workshop has qualified for the NZTE Capability Development Voucher Scheme. Please enter your voucher details when making your booking. We will verify your voucher with the Issuing Regional Partner before confirming your place on the course.

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If you have any questions, either contact Simon on 021 349 776 or add the questions here.
For information on the NZTE Capability Development Voucher scheme or to find your local Regional Business Partner go to: http://www.nzte.govt.nz/en/how-nzte-can-help/programmes-and-services/regional-business-partners/
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