Efficient communication
Public speaking and presentation skills
Assertiveness
Negotiation skills
Time management
Managing stress (module I and II)
Concentration exercises
Developing efficient working teams
Conducting effective meetings
Planning for success
Decision making and problem solving
Conflict management in work environment
Thinking out of the box
Efficient employees motivation and self-motivation
Strategic planning
Facilitation (moderation) skills
Managing conflicts with clients

Training is designed for sales personnel at sales locations where they face stressful situations on daily basis and are in contact with customers who might react heatedly.
The customers are in focus of company’s services and as such are always right; therefore all sales personnel need to reflect that attitude.
This means that even angry and frustrated customers have to receive professional service, and this training will help participants to develop their communication and active listening skills,
to understand the underlying causes of angry behavior and to train using different strategies through which angriness and frustrations can be diffused,
without further escalation.

Topics / content:

• Recognizing conflict background
• Conflict escalation levels
• Our own conflict behavior and the way it affects us as mediators
• Conflict solving styles
• Appropriateness of conflict styles in different situations
• Diffusing hostility
• Verbal defense techniques