Communication for Assertiveness

Communication for Assertiveness

Client: HSBC Bank

Participant Level: Junior to Middle Management

We think of communication as a two-way exchange of information between two or more participants. Now think of the times when a customer service representative has called you about a service you are subscribed to or could in the future. How do these conversation happen?

Also when you call a representative for assistance, can be quite annoying right?

 

Customer service is a tricky department to manage. Between management goals and customer grievances are the customer service representatives. Often, burn out and doubtful.

Doubtful about turning calls into repeat customers.

 

This section of a workforce on a deeper level experience distress coming from both ends of their work. This one-day training was focussed on empowering customer support representatives towards being more confident and assertive at work.

As a behavioral trainer and psychologist, I am always observing participants. I think observing your participants is a key to meeting your training objective.

During this particular training, I observed one key phenomenon: association of participants with negative customer feedback towards the company.

 

Association is an attachment to an experience/object/person and that association may be positive or negative. In the present case, association with negative feedback was related to:

  • Feelings incompetent as a service representative
  • Thoughts of self-doubt

These two feelings might seem unrelated at first if you think deeper (I always do) they are the reason for training need on assertiveness.

It’s all related!

 

Empowerment is not just giving autonomy, decision making power to your employees; it requires constant support and motivation. Motivation until they understand they are competent people capable of doing their job and the work will then flow out of them.

Category
Behavioural Training