A Trusted Learning and Development Advisor
A Trusted Learning and Development Advisor
Facilitation is a trusted tool for sharing ideas, delivering messages and collaborating with others. Formal facilitation methods became more structured in the late 60s and early 70s as a means of removing dysfunctions in the workplace. In many organisations, the use of a neutral third party to manage and improve meetings, presentations and learning sessions has become a valuable tool. Normally, the person who manages these interactions does not influence the outcome of the discussion. This facilitator training course for facilitators helps them orchestrate a steady flow of ideas and concepts and direct the conversation towards mutually beneficial outcomes.
If you would like more information on this training program, please contact: Deborah Dear on 1300 323 752 or email: [email protected] or contact us online today.
Target Audience: This active Listening Skills course can be tailored for the specific cohort whether it be the leadership team, another group of managers/team leaders or employees.
Duration: This course is available as a 1-day course or a truncated 1/2-day course.
Delivery: This course can be delivered both in-person or virtually. For virtual delivery, we can use our virtual platforms or your organisations.
Group Size: We recommend a group size of 4–10 people.
We will dive into topics such as mentorship, communication strategies, openmindedness and appreciation of different generations in the workplace to ensure effective collaboration. You will gain an understanding of the importance of maintaining a respectful and inclusive work environment that works for everyone. Working together certainly beats working in silos, and everyone learns more.
Target Audience:
The course can be tailored for the specific cohort whether it be the leadership team, another group of managers/team leaders or employees.
Duration:
This course is available as a 1-day course or a truncated 1/2-day course.
Delivery:
This course can be delivered both in-person or virtually. For virtual delivery, we can use our virtual platforms or your organisations.
Group Size:
We recommend a group size of 4–10 people.
Target Audience:
The course can be tailored for the specific cohort whether it be the leadership team, another group of managers/team leaders or employees.
Duration:
This course is available as a 1-day course or a truncated 1/2-day course.
Delivery:
This course can be delivered both in-person or virtually. For virtual delivery, we can use our virtual platforms or your organisations.
Group Size:
We recommend a group size of 4-10 people.
Participants will be encouraged to practice strategies and collaborate on best practices for managing feedback. Have you noticed that people are losing the ability to disagree professionally? Upon completion of this course, participants will have the skills and confidence to handle feedback in a manner that improves interpersonal internal and external relationships.
Target Audience: The course can be tailored for the specific cohort, whether it be the leadership team, another group of managers/team leaders or employees.
Duration: This course is available as a 1-day course or a truncated 1/2-day course.
Delivery: This course can be delivered both in-person or virtually. For virtual delivery, we can use our virtual platforms or your organisations’.
Group Size: We recommend a group size of 4–10 people.
| Module | Topics | Key Learning Outcomes |
|---|---|---|
| Module 1: Professional Telephone Communication | What is Exceptional Service Over the Phone? |
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| Understanding Caller Cues and Needs |
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| Building a Positive Telephone Image |
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| Module 2: Mastering Effective Telephone Communication | Avoiding Miscommunication and Recording Information Accurately |
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| Managing Calls Efficiently and Professionally |
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| Handling Challenging and Difficult Behaviours |
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| Module 3: Using Effective Communication to De-escalate Calls | The Power of Positive Vocabulary and Tone |
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| Encouraging Calm and Building Rapport |
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| Module 4: De-Escalation Techniques for Difficult Callers | Applying Structured De-Escalation Techniques |
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| Guiding the Conversation to a Resolution |
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Target Audience: The course can be tailored for handling incoming or outgoing calls (or both)
Duration: This course is available as a 1-day course or a truncated half day course.
Delivery: This course can be delivered both in-person or virtually. For virtual delivery, we can use our virtual platforms or your organisations.
Group Size: We recommend a group size of 4–10 people.
Target Audience: The de-escalating violence in-house program can be tailored to the group. This program is very popular with frontline staff, as well as healthcare and regulatory employees who make domestic visits. Duration: This course is available as a 1-day course or a truncated ½-day course. Delivery: This course can be delivered both in-person or virtually. For virtual delivery, we can use our virtual platforms or your organisation’s. Group Size: We recommend a group size of 4–10 people.
How effectively does your team manage customer complaints?
When dealt with properly, complaints can turn unsatisfied customers into loyal customers and/or devoted supporters. Developing the ability to do so has a huge impact on your organisation’s reputation and success. Tailored in-house complaint handling courses provide powerful tools to improve customer satisfaction and resolve issues effectively.
By providing your team with the necessary techniques, any interaction, regardless of the challenge, can be handled with confidence and precision. Complaint-handling on site courses are designed to train participants to respond to complaints proactively and constructively. This also leads to improved customer satisfaction and enhanced brand reputation.
Participants will gain insights into complaint prioritisation and learn to listen without judgement. Our training also covers essential service recovery strategies and communication techniques. Instead of simply logging complaints, training empowers your staff to uncover root causes, identify root causes and effectively communicate resolutions, leading to better service and stronger business outcomes.
Our complaint handling courses can be tailored to suit your business or industry and can include training for the following:
Our comprehensive programs are designed to improve every aspect of customer interaction and service excellence. Further training with us will ensure your team excels in both communication and customer service. To further supplement your staff’s development, we also offers courses in business report writing, communication skills, and presentation delivery.
Investing in our professional complaint-handling training provides your team with the tools necessary to effectively resolve client/customer problems. Here’s why enrolling in our courses is a wise decision for your organisation:
Effective complaint handling is an essential ability that can significantly improve your leadership and management abilities. Our complaint handling courses provide your team with the strategies to resolve issues efficiently, lead with confidence, and build stronger relationships within your organisation and with clients.
Transform your approach to customer service. Explore our full range of professional development courses to enhance your team’s skills. We also offer micro-learning workshops that deliver more focused lessons designed to fit into busy schedules. Contact us today for an instant quote.
Q. Who should attend the Complaints Handling Training?
A. This course is ideal for customer service representatives, frontline staff, managers, and anyone responsible for managing customer complaints and feedback.
Q. What are the key learning outcomes of this course?
A. Participants will learn effective communication techniques, strategies to de-escalate conflicts, methods to identify underlying issues, and approaches to turn complaints into opportunities for improvement.
Q. Is this training available across Australia?
A. Yes, we offer the Complaints Handling Training in all major cities and regional areas across Australia, with options for in-person or virtual delivery.
Q. How long is the course?
A. The course can be tailored to your needs, with options ranging from 60-minute microlearning sessions to full-day workshops.
