Communication training for assistants

Introduction: Basics of communication

• Communication theories in practice.
• Verbal and non-verbal communication.
• Gendertalk: Do men and women really communicate differently?
• Insight into transactional analysis.
• Recognize different personality types.
• The self-test.

Toolbox: Your tools for successful communication

• Create a positive atmosphere for the conversation.
• Use questioning techniques.
• Active listening and I-messages.
• Giving appreciative feedback: The "SAG ES" formula.
• Friendly but firm: You can learn to say no.
• Communicate skillfully, openly and purposefully.
• Positive formulations set the mood - "bridge sentences" connect.
• Change of perspective as a tool for understanding the other person's point of view.

Mastering challenging conversational situations

• Reduce causes of insecurity and inhibitions and thus appear self-confident in difficult conversations with customers or the boss .
• Dealing with complaints confidently - don't take it personally!
• Striking the right tone: Tough on the issue, soft on the person.
• More confidence in conversations with good preparation.
• Constructive even in critical situations.
• Diplomacy can be learned.
• The supreme discipline: humor.

Special features for calls on the phone

• Callers feel your smile!
• Exude competence and security.
• Recognize customer needs and respond appropriately.