Internal Consulting Skills

Target Group

Middle Managers

Duration

1 day

Overview of Course

It has become an increasingly important business requirement to build trusting and long term relationships with our internal clients. This requires greater emphasis on liaising with our clients, and ultimately identifying and satisfying their needs.

This workshop highlights the skills and processes required to build these relationships.

Learning Outcomes

1. Establish rapport and trust with our clients
2. Clarify role expectations and deliverables
3. Identify and negotiate needs of internal clients
4. Key questioning, listening and summarising techniques
5. Developing a communication and information sharing plan
6. Giving and receiving feedback (including complaints or issues)

Key Content

• Developing a customer first attitude
• Identifying and rating the 5 critical ingredients in service success
• Developing a service strategy
• Positively managing complaint situations with internal and external customers
• Influencing different personality styles How to build rapport and trust
• Negotiation skills for a win-win outcome
• Listening, checking and questioning techniques
• Feedback – Giving and Receiving

This outline highlights some of the course’s key learning points. As part of your training program, we can modify content as needed to meet your business objectives.