Managing Relationships by Kevin Hopton

By attending this event, delegates will be able to identify:

1. The building blocks of effective communication - Assertiveness and the manager, transactional analysis, persuading and influencing and conflict handling.
2. Developing and communicating in teams - Groups’ and ‘teams’ – creating an effective team, communicating and decision making in teams, meeting management and understanding team styles and their impacts.
3. Working with customers and managing differing customer expectations - understanding and defining customer expectations, the building blocks of service excellence, relationship building, handling ambiguity and change, staying productive and purposeful in a surge environment.