In recent years a change has taken place in the IT departments of companies: they are no longer 'just' technicians, but provide their technical performance as a service to customers and/or other departments. This service concept and the related customer orientation, however, makes great demands on technically oriented people. Beyond the technical achievement, an intensive exchange with their customers is expected of them. To succeed, it requires a targeted communication which

• gives the customer the feeling of being understood and
• conveyes all informations necessary for rapid problem resolution or order delivery.

Benefits

In our intensive training "Expanding Soft Skills", IT staff broadens technical and methodological know-how to social skills and communication skills. We include special attention to cooperation between IT departments, projects and external experts. The training is designed for professional practice, based on the development of a professional identity as a competent service provider. Besides imparting knowledge to the issues of customer orientation, communication and conflict management, the focus is on practical application through concrete case studies.

Target Group

• Software Developers
• Employees from IT departments

Training Contents

• The IT Expert as a customer-oriented service provider
• Basis of Communication - The four sides of a message
• Active listening: what the other wants to tell me and what I understood
• I- and You- messages, killer phrases: What I better say more different
• Body language: what my bahvior says about me
• Questioning Techniques: How do I get a helpful answer?
• Conflict Management: How to talk to each other anyway

Schedule

2 Days

Start 9.00am

End 7.15pm

Lunch break 1pm - 3pm

Attendance: 6 - 12 people

Venue: Bad Homburg

Costs

950 EUR + VAT

Contact Sales Team