WISE Behaviour
WISE Behaviour
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5. The Power of Behaviour:
5. The Power of Behaviour:
Focussing on tactics and techniques to support our customers
Focussing on tactics and techniques to support our customers
Resisting the bait!
Mindset Management – choosing your role.
Introducing Emotional Intelligence & Confidence Levels.
Being Assertive…not aggressive.
Understanding Ego States…behaving as an adult.
Managing Expectations
Managing Expectations
6. Handling Difficult Situations:
6. Handling Difficult Situations:
Revealing how to deliver The Sheffield Way in difficult situations
Revealing how to deliver The Sheffield Way in difficult situations
What are the key difficult situations?
What do customers expect of us?
How to really support customers (demonstrating compassion, reassurance & empathy).
Delivering a “soft no” not a “hard no”.
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