STAFF TRAINING
Communication Workshop
How to keep customers even in difficult situations
The aim of the workshop is to provide front-line members of staff with the confidence to deal with difficult customer interactions with the intent to achieve successful outcomes each time.
By the end of the workshop, participants will:
● Appreciate why it’s the situation, not the person
● Be aware of the 4 options for solving difficult situations
● Have a model for preparing to hold a difficult conversation
● Know how to use effective communication to resolve potential conflict
● Understand the importance of being a good listener.
We will discuss:
• Presentation and discussion on strategies and techniques
• Application in 3 case scenarios:
- Moving clients to another location (e.g. due to renovation)
- Requests for a discount (e.g. due to competitor pricing)
- Damage to client property (e.g. due to water leakage)
Sign up now - discounts for SSAA member companies!
Details
Date: 19 Oct (Wed)
Time: 16:30 - 18:00 (HK time, GMT+8)
Format: Online
Language: English
Remarks:
For any queries, contact Heily Lai (heilylai@selfstorageasia.org).
Patrick Eng
Connect Communication
Patrick is a veteran consultant in the communications training field. He provides counsel and advice for businesses wishing to improve not only business communication but also how they relate to a cross-section of customers, stakeholders, staff, and investors. Especially keen to coach individuals to help them navigate their own unique challenges, whether it’s learning how to handle the media, negotiations, presentations, or leading teams.
Background and Coaching Experience
Born and educated in Canada, he moved to London to work in financial services recruitment.
After a few years in London Patrick relocated to Shanghai, China to lead a U.S. search firm’s China business. He recruited management staff and teams for the banking, legal, manufacturing and chemical industries until transferring to the company’s Hong Kong office.
He worked in brand and marketing communications agencies before joining the Connect team in 2013. His focus is on training and coaching presentation and persuasion skills to support each of his clients’ growth and performance.
Areas of Expertise
Presentation Skills
Executive Presence
Influencing & Negotiation
Dealing with Difficult People
Team Building/Trust
Experiential Learning
Executive Coaching
Recent Clients
Allen & Overy
Accenture Fintech Lab
Credit Suisse
Helen of Troy
Huawei Technologies
KPMG
And many others
Qualifications/Certifications
Business Administration
Certified Instructor, Institute of Banking and Finance, Singapore
Certified Instructor, Eagles Flight™, Canada and U.S.A.