Liaising with Internal and External Customers

Face to face duration: 1 day

Course Objectives

This one (1) day course is designed to equip students with the skills needed to deal with internal and external customers effectively and professionally.

Learning Outcomes

Upon completion of this course, students will be able to:

  1. Understand the difference between internal and external stakeholders
  2. Deal with customers from culturally diverse backgrounds
  3. Understanding the importance of cultural competence and workplace diversity
  4. Understand the concept of networking
  5. Manage business networks effectively
  6. Indentify the fundamentals of face to face interactions
  7. Apply appropriate body language to business settings

Benefits

  • Understand and effectively interact with a range of stakeholders
  • Learning the importance of cultural competence
  • Understanding social and cultural identities and how they relate to customer interactions
  • Understanding the role of networking in customer interactions
  • Identifying the 7 P's of networking
  • Understanding the basics of online networking
  • Identifying ways in which to effectively manage business networks
  • Understanding the pros and cons of face to face interactions
  • Identifying ways in which to prepare for face to face interactions
  • Understanding the benefits and purpose of interpreting body language
  • Gaining insight into the differences in body language between cultures and genders

Topics

  • Internal and external stakeholders - characteristics and differences
  • Cultural competence
  • Understanding diversity
  • Inclusive workplace culture
  • Networking
  • The 7 P's
  • Managing business networks
  • Online networking
  • Face to face interactions
  • Communication model
  • The basics of body language

Audience

  • Anyone who requires skills and knowledge related to interacting with a range of stakeholders in a professional setting.

Format

  • Pair and group activities (physical and mental)
  • Self reflection activities
  • Videos
  • Experiential learning
  • Role plays of culturally competent and incompetent behaviour
  • Self assessment test

Program Outline

Day One

  • Internal and external stakeholders explained
  • Definition of cultural competence
  • The role of cultural identities in customer interactions
  • Understanding diversity
  • Labelling and stereotyping
  • Business networking
  • Online networking
  • Face to face interactions
  • Body language
  • Effective non verbal communication
  • Barriers to non verbal communication
  • Body language across genders and cultures

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Testimonials

"The Student Manual is a logical, carefully thought through and well presented document. The face-to-face facilitators are helpful, patient, knowledgeable and passionate. Thank you for the time and effort that blueVisions have put into preparing and supporting this course."

David Thorpe iiNet Australia

"Your personal contribution to our training has been invaluable. Your infectious high spirits and genuine want for our success have shone through. I sincerely thank you for your efforts over the past two years."

Stephen Davies Group Manager, Construction Services Group, NSW

"Your course made me realise how irrelevant what I was learning through my university course actually was to my job. Due to this, I will be seeking to complete the remainder of the modules in this diploma through blueVisions."

Damien Bleeker Project Coordinator, Liverpool City Council, NSW

"Thank you for a wonderful course....This has been by far the best development course I've ever been a part of."

David Darcy LSPSPO - Defence Materiel Organisation

"Having sat in at various times in both courses, as well as being present for the final summary and feedback sessions I was really impressed with the positive feedback and outcomes. The blueVisions trainers did an awesome job and really motivated and inspired both groups. The level of the course was spot on for each group."

Brian Clarke Leadership Development Coordinator, Gasco