Hi,
I was hoping that someone out there might have some materials, proven exercises etc that are useful on influencing and negotiation for Contact Centres. We have been on a few courses of late that don't really do what we want them to and with the possiblity that people are going to struggle paying their utility bills we need to be on top form.
kind regards
Lesley
Lesley Charnock
5 Responses
TNA
Lesley,
Sorry to hear that recent training hasn’t quite hit the mark to date.
I feel it would be wrong of me to say that I have some great exercises, becuase exercises and training are only good if they closely fit the specific need.
At the risk of stating the obvious, I recommend that you engage in talks with one (or more) learning provider who will take time to understand your specific issues and design a solution to exactly fit those needs.
I know that is may seem more time consuming, and possibly more costly, but if it does the job, then perhaps it is an investment worth making rather than (potentially) throwing good money after bad.
Good luck,
Here are some sources
Lesley,
I have been designing and leading negotiation and influencing events for over 25 years, and have experience of the utility sector.
I have also experienced first hand the lack of skills you refer to and see the need you have at this time.
Contact me off line and I will direct you to the free downloads of relevance on my website.
I will also send a 40 item slideshow on negotiation issues to any other member interested.
It is interesting to see 161 readers of this posting and just one previous commenter – I guess the vultures are still circling.
I hope that helps.
All the best,
Andrew
[email protected]
define your outcomes
Hello,
I have to agree with Sheridan that unless you are really clear about what you want you are unlikely to find it. Lots of us may offer proven exercises but they have been proven under particular circumstances with distinct outcomes in mind.
We run some really effective negotiation and influencing workshops but always after working with the client to define clear outcomes.
What outcomes are you looking for?
Warm regards,
Stella Collins
Possible sourse
At a very simple level there are some suggested influencing tactics in the Mind Gym. You coule use these as an exercise where groups come up with ideas of when they would be most useful and when to avoid them. Get in touch and I can send you my version of them.
Thanks
Thank you to those that have felt they can offer me their advice & expertise.
Regards
Lesley