The Art of Influence: Getting Buy-in and Commitment (Advancel level workshop)

(One-day Workshop)

WHO SHOULD ATTEND:

• Business professionals who interact with internal and external customers
• Customer service professionals requiring influencing skills as part of their job
  

COURSE OUTLINE

The Importance of Influence

• Why influence is an essential part of good customer relations
• Influence self-test
• Applying influence to your job
  

Informing vs. Influencing

• Distinguishing between features and benefits
• Understanding Maslow and motivation
• Focusing on interests instead of positions
• Influencing case study
  

Influencing Four Customer Types

• Identifying the communication styles of four types of customers
• Understanding their influence triggers and preferences
• Self-test: What is your style and how can you adapt?
• Communication techniques for each customer type
  

Practicing the Presentation: Delivery Style

• 10 opening techniques
• 10 closing techniques
• 10 techniques for eye contact, posture, gestures, poise
• 10 techniques for vocal delivery volume, pace, articulation, tone, pronunciation, pauses, inflections

Customer case study

This workshop is practical, engaging and customer-focused. Participants have the opportunity to practice influencing in a safe and fun environment and receive constructive feedback from the facilitator

For information regarding this course, please contact:

Colin Watson
Relationship Manager
J Watson Associates Inc

Tel: 905 820-9909

E-mail: sales@jwatsonassociates.com