Customer Service - Creating the Best in Yourself and Others Module 4: Handling Difficult Conversations

About the webinar:

Everyone in YCYW works for the customer. Providing excellent customer service is not only important to external customers but internally to co-workers as well. We believe that the foundation for any high-quality customer experience is good interdepartmental communication and collaboration.

Webinar agenda:

· What makes some conversations difficult?

· Languages that are direct vs indirect, as well as sensitive vs insensitive

· The FREAS framework for planning difficult conversations

Target participants:

All staff, in particular colleagues from non-teaching functions (such as FAD, HRD, IDM, CPDD and ITD) who regularly work closely with internal stakeholders across the organisation’s locations and divisions.

Speaker:

We have invited Linda Sim, an experienced trainer and executive coach who delivers service and communication skills training across sectors including education, charities, hospitality and aviation. You can learn more about our guest expert, Linda Sim here.