ASSERTIVENESS FOR FRONTLINE STAFF
1 MAY 2008, LONDON
Identify ways of managing customer expectations and learn practical assertiveness techniques in listening and answering.
PROGRAMME HIGHLIGHTS:
* Assessing your approach
* Resolving conflict
* Practical work on saying 'no'
CLICK HERE TO MAKE A PROVISIONAL BOOKING
http://www.cilip.org.uk/training/training/2008/persdev/assertfrontlinestaff.htm
HANDLING ENQUIRIES: THE BASICS
13 MAY 2008, LONDON
This one-day course will reassure you that there are techniques out there to tackle any enquiry.
PROGRAMME HIGHLIGHTS:
* Choosing sources and delivery media
* Effective searching
* What to do if you can't find an answer
CLICK HERE TO MAKE A PROVISIONAL BOOKING
http://www.cilip.org.uk/training/training/2008/libinfo/Handlingenquiriesthebasics.htm
CLICK HERE TO VIEW ALL COURSES BY MONTH: http://www.cilip.org.uk/training/training/browse2008coursesbymonth.htm
Don't forget, all CILIP members receive up to 40% discount on all CILIP T&D courses.
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