Professional communication for IT employees with customer contact

Your impact in technically oriented communication

• Explain complex content in a simple and understandable way.
• Adapt technical language to the situation.
• Recognize the needs, motives and expectations of your counterpart.
• Use your voice, choice of words and body language in a targeted manner.

Communication basics

• Communication tools for structured conversations.
• Reflect on self-perception and perception of others.
• Avoid typical communication traps.
• Train active listening and targeted questioning.

Strategies for successful conversations

• Systematic structure: The phase model for customer meetings.
• Conversation management for stress, complaints and grievances.
• Dealing constructively with resistance and emotions.
• Solution-oriented language in complaint management.

Customer-oriented dialog

• Positive start to the conversation and professional conclusion.
• Building trust through clear, respectful communication.
• Master difficult situations calmly and confidently.

• Communication at eye level - internally and externally.