Course Description
MASTER THE ART OF RELATIONSHIP MANAGEMENT
Today in the world we live in, the skills of effective relationship management are the key to a successful, harmonious work environment.
Doing the job while building good relationships is essential to doing good business.
This highly dynamic and practical two-day course will bolster your repertoire, your self awareness, control and your preparedness while instinctively sharpening your tools of diagnosis, interaction and resolution critical for individuals managing client expectations and complaints.
The course objective is to develop an awareness of the intrapersonal and interpersonal tools and tactics at your disposal to build successful work relationships to address queries and complaints in a professional, thorough and conciliatory way.
On completion of this course you will:
- Understand the power of positive relations in business
- Master the building blocks of effective interaction
- Identify preferences in interactions and learn how to harness the power of resonance in on your feet skills
- Become adept at handling difficult conversations includin dealing with high emotion
- Practice elements of mediation and negotiation that navigate successful resolution
- Understand the power of questioning, listening and persuasion in gathering data to inform and shape the intervention process
- Create an awareness of your own conflict handling style, understand adversarial versus partnership approaches and learn how to move people off extreme positions
- Prepare and design a total intervention plan, including personal objectives for implementation on return from the course that are practical and that work
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Identify problem-solving tools, tactics, models and best practice, to maximise your objective
Who should attend?
- Any individual who needs to influence, problem solve, manage differences, or interact with parties regarding a complaint or query to attempt to resolve it as part of their job role.
- Those working with clients at a senior / executive Level who wish to maximise the effectiveness of business relationships
- Client relationship managers and those responsible for key account management
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Testimonials
I will benefit most from the training on how to approach questions, listening skills and postural change techniques. I found the interactive work and in- class examples very effective.
KPMGI will benefit most from the training on how to approach questions, listening skills and postural change techniques. I found the interactive work and in- class examples very effective. The section on dealing with difficult clients was very useful. It was useful to hear from the facilitators about their experiences and to listen to the instructor on certain small things to be aware of before engaging with clients. KPMG
High Performance Training is an extremely professional organisation working with high quality facilitators who deliver excellent and relevant programmes.
KBCHigh Performance Training is an extremely professional organisation working with high quality facilitators who deliver excellent and relevant programmes. I would highly recommend High Performance Training and particularly Loretto to any organisation. Sandra Reid, Head of Learning and Development, KBC Bank Ireland
High Performance Training always gets to the very root of what we need to deliver - extremely effective and beneficial training courses.
LisneyHigh Performance Training always gets to the very root of what we need to deliver – extremely effective and beneficial training courses. I would highly recommend High Performance Training to any organisation, no matter what their training need. Head of HR Support Services, Lisney
High Performance trainers are very experienced and ensure that course content is practical, effective and relevant to our business. I would highly recommend High Performance...
KPMGHigh Performance trainers are very experienced and ensure that course content is practical, effective and relevant to our business. Learning is carried out in an open and engaging environment that helps bring out the best in our people. I would highly recommend High Performance Training. Sinead Kennedy, Associate Director, KPMG Business School
This is a great way to learn. I would absolutely recommend this course to my colleagues. A fantastic trainer with huge credibility, which is key. This is very professional, well presented, relevant training.
AIBThe course exceeded my expectations and met all of my learning objectives. Such a refreshing and enjoyable trainer. This is a great way to learn. I would absolutely recommend this course to my colleagues. A fantastic trainer with huge credibility, which is key. This is very professional, well presented, relevant training – well done! Valerie O’Keefe, Head of Communications, Planning and Training. AIB Corporate Banking
I now realise the importance of learning the “rules” and this will have a great impact on my work. It was so well designed for the user’s perspective.
NESCThis course very much met my learning objectives, providing very useful tips and advice for the future. I now realise the importance of learning the “rules” and this will have a great impact on my work. I would definitely recommend this course to a colleague. It was so well designed for the user’s perspective. Well done. Seán Óh-Éigeartaigh, Director, NESF
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