Doelstelling

After this training:
– You know how to be the first point of contact to optimize the image of your organization.
– You are familiar with the best practices to roll out the red carpet for interna land external costumers.
– You will have practiced your role as a professional intermediary.
– You will consider difficult situations an interesting challange.

Doelgroep

Specific module for administrative employees particularly in a representative pivotal position.

Programma

Handling difficult situations as a first-line employee
– Difficult conversations
– Do’s and don’ts
– Receiving and redirecting complaints

Communication skills
– Verbal and non-verbal communication
– Typologie of communication
– Giving and receiving feedback

Core exercise

Locatie