20229 - Professional Communication

Course Overview

Topics will include:

Inclusive Language:
Whether we’re writing documentation, emailing our team, presenting in a meeting, or leading a conference session, our words matter. Our written and spoken communication should empower others, promote inclusion, reduce bias, and avoid giving some groups privilege over others. This workshop will help you understand the ways word choice impacts spoken and written communication, and help you create messages and documents that build relationships and convey respect for your audience and stakeholders.

Customer Service Strategies:
Customer service representatives and leaders alike have been impacted by the Covid-19 in the past few years. Reports show higher rates of anxiety and frustration on both the representative and customer end, increased conflicts and wait times on calls, and policies and protocols that suddenly feel outdated. This course will cover best practices for customer service and for communicating virtually in a time of stress and anxiety. Representatives and leaders alike will learn strategies for managing customer interactions and difficulties and for benefiting from best practices in remote communication.

Leveraging EI/EQ to Help Your Team Succeed Remotely
Leaders are facing new considerations in their management practices, and quite suddenly. This course will feature shared best practices about communication, supervision, one-on-ones, and check-ins in a remote setting. We’ll also discuss how to strike the right balance between offering flexibility while also clarifying expectations, and how to build community and reduce loneliness among remote staff.

Who Should Attend