This document outlines a workshop on customer relationship management. It discusses the importance of developing good work relationships and provides a four-step process for managing relationships: 1) Planning, 2) Building rapport, 3) Taking action, and 4) Keeping the connection. For each step, techniques are described to understand the customer, build trust, share knowledge, communicate effectively, and maintain ongoing engagement. The goal is to provide guidance on developing strong, long-term business relationships.
How to use the BOCA model for feedback. This model is especially useful for difficult conversations.
SCORM 1.2 version can be found free at: https://drive.google.com/open?id=13jckK7Lb8dTMjQe-autGiBMtM-gBNafb
Communications Management Training Course - Lesson 7 - How to Get your Point ...MasterClassManagement.com
This slideshow presentation will cover ways to effectively communicate including business writing, communicating verbally, handling meetings, giving presentations, and dealing with change. Communicating clearly and concisely is a great opportunity for you to show off your management skills, and build respect as a leader.
How to use the BOCA model for feedback. This model is especially useful for difficult conversations.
SCORM 1.2 version can be found free at: https://drive.google.com/open?id=13jckK7Lb8dTMjQe-autGiBMtM-gBNafb
Communications Management Training Course - Lesson 7 - How to Get your Point ...MasterClassManagement.com
This slideshow presentation will cover ways to effectively communicate including business writing, communicating verbally, handling meetings, giving presentations, and dealing with change. Communicating clearly and concisely is a great opportunity for you to show off your management skills, and build respect as a leader.
Learn about, the power of communication, seek to understand and ask the right questions communication techniques to sustain and improve results and building self confidence for corporate professionalism,
Most companies today have teams located in different offices spread across the globe and their effectiveness will depend on the teams ability to work together collaboratively. Sahith Chandan a developer at hedgehog lab takes points from his experience of working with our UK team to create this presentation about working with Blended Teams.
You will learn about:
Communication Components.
How to improve communication skills
Effective Speaking.
Effective Writing.
Effective Listening.
Effective Reading.
Everything you can learn from a professional voice coach that will enable you to transform your presentation style so you are able influence audiences based on your evidence. Based on a chapter from The Research Impact Handbook. More at: www.fasttrackimpact.com/resources
Leadership Management Training Course - Lesson 1 - How to be a Great Manager ...MasterClassManagement.com
In this slideshow presentation, leadership skills, which are essential to great management, will be discussed through some invaluable tips, tricks and secrets to success.
Effective communication in the workplaceDavid Giard
After 15 years in the IT industry, I've discovered that the single biggest contributor to success is effective communication. In this situation, I'll describe lessons I've learned about how to improve communication and how to increase the chance of high customer satisfaction.
At Nestlé Purina, we practice behavior based interviewing during both our phone interviews and face-to-face interviews. Learn some tips from our recruitment team about what we are looking for in those interviews and how to be prepared. Interested in learning more about working at Purina and apply to our openings? Visit our website at http://bit.ly/PurinaCollege
Learn about, the power of communication, seek to understand and ask the right questions communication techniques to sustain and improve results and building self confidence for corporate professionalism,
Most companies today have teams located in different offices spread across the globe and their effectiveness will depend on the teams ability to work together collaboratively. Sahith Chandan a developer at hedgehog lab takes points from his experience of working with our UK team to create this presentation about working with Blended Teams.
You will learn about:
Communication Components.
How to improve communication skills
Effective Speaking.
Effective Writing.
Effective Listening.
Effective Reading.
Everything you can learn from a professional voice coach that will enable you to transform your presentation style so you are able influence audiences based on your evidence. Based on a chapter from The Research Impact Handbook. More at: www.fasttrackimpact.com/resources
Leadership Management Training Course - Lesson 1 - How to be a Great Manager ...MasterClassManagement.com
In this slideshow presentation, leadership skills, which are essential to great management, will be discussed through some invaluable tips, tricks and secrets to success.
Effective communication in the workplaceDavid Giard
After 15 years in the IT industry, I've discovered that the single biggest contributor to success is effective communication. In this situation, I'll describe lessons I've learned about how to improve communication and how to increase the chance of high customer satisfaction.
At Nestlé Purina, we practice behavior based interviewing during both our phone interviews and face-to-face interviews. Learn some tips from our recruitment team about what we are looking for in those interviews and how to be prepared. Interested in learning more about working at Purina and apply to our openings? Visit our website at http://bit.ly/PurinaCollege
Useful presentation from Sue Kellaway which focuses on Line Manager recruitment refresher training. It can be delivered in four hours which is great for time pressed Managers!
Appraisals - Everything you need to knowShorebird RPO
These slides compliment the webinar "Appraisals - Everything you need to know" by Barbara Nixon.
In the webinar Barbara discusses the benefits of well executed appraisal for all concerned, What essential skills you need to conduct an effective appraisal and her five point plan for structuring the appraisal.
If you would like to view the recording of this webinar or all our archives then please join our LinkedIn Network http://linkd.in/1acZPdh or email marketing@shorebird-rpo.com
"Presentation on Effective Communication Skills. Learn ways for
Effective communication. These PDF's are available for all
VEDA students for free
On www.veda-edu.com"
Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
Synthetic Fiber Construction in lab .pptxPavel ( NSTU)
Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
Welcome to TechSoup New Member Orientation and Q&A (May 2024).pdfTechSoup
In this webinar you will learn how your organization can access TechSoup's wide variety of product discount and donation programs. From hardware to software, we'll give you a tour of the tools available to help your nonprofit with productivity, collaboration, financial management, donor tracking, security, and more.
Introduction to AI for Nonprofits with Tapp NetworkTechSoup
Dive into the world of AI! Experts Jon Hill and Tareq Monaur will guide you through AI's role in enhancing nonprofit websites and basic marketing strategies, making it easy to understand and apply.
Macroeconomics- Movie Location
This will be used as part of your Personal Professional Portfolio once graded.
Objective:
Prepare a presentation or a paper using research, basic comparative analysis, data organization and application of economic information. You will make an informed assessment of an economic climate outside of the United States to accomplish an entertainment industry objective.
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
June 3, 2024 Anti-Semitism Letter Sent to MIT President Kornbluth and MIT Cor...Levi Shapiro
Letter from the Congress of the United States regarding Anti-Semitism sent June 3rd to MIT President Sally Kornbluth, MIT Corp Chair, Mark Gorenberg
Dear Dr. Kornbluth and Mr. Gorenberg,
The US House of Representatives is deeply concerned by ongoing and pervasive acts of antisemitic
harassment and intimidation at the Massachusetts Institute of Technology (MIT). Failing to act decisively to ensure a safe learning environment for all students would be a grave dereliction of your responsibilities as President of MIT and Chair of the MIT Corporation.
This Congress will not stand idly by and allow an environment hostile to Jewish students to persist. The House believes that your institution is in violation of Title VI of the Civil Rights Act, and the inability or
unwillingness to rectify this violation through action requires accountability.
Postsecondary education is a unique opportunity for students to learn and have their ideas and beliefs challenged. However, universities receiving hundreds of millions of federal funds annually have denied
students that opportunity and have been hijacked to become venues for the promotion of terrorism, antisemitic harassment and intimidation, unlawful encampments, and in some cases, assaults and riots.
The House of Representatives will not countenance the use of federal funds to indoctrinate students into hateful, antisemitic, anti-American supporters of terrorism. Investigations into campus antisemitism by the Committee on Education and the Workforce and the Committee on Ways and Means have been expanded into a Congress-wide probe across all relevant jurisdictions to address this national crisis. The undersigned Committees will conduct oversight into the use of federal funds at MIT and its learning environment under authorities granted to each Committee.
• The Committee on Education and the Workforce has been investigating your institution since December 7, 2023. The Committee has broad jurisdiction over postsecondary education, including its compliance with Title VI of the Civil Rights Act, campus safety concerns over disruptions to the learning environment, and the awarding of federal student aid under the Higher Education Act.
• The Committee on Oversight and Accountability is investigating the sources of funding and other support flowing to groups espousing pro-Hamas propaganda and engaged in antisemitic harassment and intimidation of students. The Committee on Oversight and Accountability is the principal oversight committee of the US House of Representatives and has broad authority to investigate “any matter” at “any time” under House Rule X.
• The Committee on Ways and Means has been investigating several universities since November 15, 2023, when the Committee held a hearing entitled From Ivory Towers to Dark Corners: Investigating the Nexus Between Antisemitism, Tax-Exempt Universities, and Terror Financing. The Committee followed the hearing with letters to those institutions on January 10, 202
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
The Roman Empire A Historical Colossus.pdfkaushalkr1407
The Roman Empire, a vast and enduring power, stands as one of history's most remarkable civilizations, leaving an indelible imprint on the world. It emerged from the Roman Republic, transitioning into an imperial powerhouse under the leadership of Augustus Caesar in 27 BCE. This transformation marked the beginning of an era defined by unprecedented territorial expansion, architectural marvels, and profound cultural influence.
The empire's roots lie in the city of Rome, founded, according to legend, by Romulus in 753 BCE. Over centuries, Rome evolved from a small settlement to a formidable republic, characterized by a complex political system with elected officials and checks on power. However, internal strife, class conflicts, and military ambitions paved the way for the end of the Republic. Julius Caesar’s dictatorship and subsequent assassination in 44 BCE created a power vacuum, leading to a civil war. Octavian, later Augustus, emerged victorious, heralding the Roman Empire’s birth.
Under Augustus, the empire experienced the Pax Romana, a 200-year period of relative peace and stability. Augustus reformed the military, established efficient administrative systems, and initiated grand construction projects. The empire's borders expanded, encompassing territories from Britain to Egypt and from Spain to the Euphrates. Roman legions, renowned for their discipline and engineering prowess, secured and maintained these vast territories, building roads, fortifications, and cities that facilitated control and integration.
The Roman Empire’s society was hierarchical, with a rigid class system. At the top were the patricians, wealthy elites who held significant political power. Below them were the plebeians, free citizens with limited political influence, and the vast numbers of slaves who formed the backbone of the economy. The family unit was central, governed by the paterfamilias, the male head who held absolute authority.
Culturally, the Romans were eclectic, absorbing and adapting elements from the civilizations they encountered, particularly the Greeks. Roman art, literature, and philosophy reflected this synthesis, creating a rich cultural tapestry. Latin, the Roman language, became the lingua franca of the Western world, influencing numerous modern languages.
Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
2. Review of Module Overview
Workshop 3
Communicati
on Skills and
Interpersonal
Behaviour
Workshop 2
Time and
Project
Management
Workshop 4
Team
Working
Workshop 1
The
Commission
Module
overview
Business
Analysis
Workshop 5
Report
Writing
Presentation
Skills
Workshop 6 (10% of final mark)
Team Presentations on Workshops
1 – 5
Communications
Project Management
Business Analysis
Workshop 9
Customer
Relationship
Management
Preparation
for Board
Paper
Workshop 7
Preparation
for
Charitable
Activity
PAVE
fundraising
activity
Workshop 8
(20% of final
mark)
Observed
Charitable
Activity
Video Blog
(30% of final
mark)
10 minutes –
reflections on
module and
learning
Workshop 10
(40% of final mark –
30% group 10%
individual)
Team Presentations to
Client Board
Based on Board Paper
Board Paper
to be
submitted
750 words
Readings to be advised
Assessable content
3. Workshop Objectives
Understand the importance of developing good work
based relationships
Strive towards greater consistency in managing
relationships, both internal and external
Look at ways of approaching potential new relationships
Provide hints tips and techniques around a four step
relationship management process
Consider ways of developing and improving your
relationship management style
5. Business Relationships and Friendships
What actually is the difference?
Where are they similar?
Give some examples
6. Relationship Management and YOU
Who do you currently have a good relationships with?
Are they friendships or business relationships?
How do you currently go about managing that
relationship?
8. Good Relationship Management
• Trust
Behave honourably and make credible commitments
Understand your Customer’s needs and working to THEM
• Exchange of Knowledge
•Share perspectives/insight
•Remove barriers
• Communication
•Speak the right language
•Influence at all levels
• Flexibility
•Adapting your style
9. Four Steps to Great Relationships
1. Planning
2. Building
Rapport
4. Keeping
the
Connection
3. Taking
Action
10. Planning
A meeting has been arranged with your
supplier/donor/ sponsor/partner.
What actions do you take prior to the meeting?
11. Do your Homework
Give yourself time and space for important meetings
How long is the meeting scheduled for?
Make sure all the right people are there on both sides
Do your research on the organisation and people
Understand the history
Plan HOW you meet as well as WHAT is on the agenda
Be clear about what the meeting is to achieve
Prepare the questions you want to ask in advance
What stories do you need to tell?
What will ‘wins’ look like – to both sides. However small?
What objections might there be, - how will you deal with them?
Rehearse, rehearse, rehearse!
12. Understand your Partner
“You must genuinely understand my world, recognise what makes me
special and focus on what I really need”
13. Seeing your Partner’s Viewpoint
ASPIRIN
Aspirations
Stakeholders
Pressures
Infrastructure
Restrictions
Influence
Non negotiables
14. The initial meeting
Arrive early to get orientated and find things to talk
about
Turn your mobile phone etc OFF!
Show enthusiasm from the outset and respond to
your partner’s enthusiasm
Remember the obvious – Smile and make eye
contact!
Look immediately for opportunities to build rapport
Consider what experiences you have that might map
together
15. Never….
Use jargon or acronyms
Bring huge decks of slides
Push products, ideas, opportunities, proposals
Assume understanding of the partner’s vision
Keep saying we …we…we… (except when referring to
you and the partner)
Offer a canned solution
Immediately disagree with the partner or dismiss
their comments/lifestyle
Do the lion’s share of the talking
16. The Customer’s World
Observe it
What is important to them and why?
Look for clues – photos, ephemera, family
Look for body language - positive?
Meet them in THEIR world, show a genuine interest
Disclose your experience of their world, use their words and
phrases – be positive
17. Mirroring and matching
Try to match their voice, posture, energy without
mimicking
Subtly mirror any positive body language signals
Adjust aspects that you want to change gradually
They won’t notice, they aren’t looking for it
If you have developed rapport, they will follow
18. Listening and Reflecting
Two eyes, two ears and one mouth
Listen with your eyes and your head
Get them talking and keep them talking
Confirm back what you think you have heard
Ask focused questions – open and closed
Use humour – particularly self deprecating but
carefully!
Visual, auditory, kinaesthetic
19. The Partner’s Agenda
Don’t force it
Ask what your partner wants before stating your aims
Listen, suspend judgement, reflect
Be prepared to adjust and flex
Invite disclosure
Ask what your partner wants from a personal viewpoint, Keep the
conversation general to start and respect their privacy
“What is your perspective on this?”; “What is important to YOU”
Build shared ownership
Use ‘Us’ and ‘We’ rather than ‘I’ ‘Me’ and ‘You’
Make yourself useful to them
Make sure everyone’s needs are met
20. Validate what you have heard
Share insight and demonstrate your credibility and
credentials
Test for reactions and understand any challenges
they express
Be honest about your own situation, goals, ambitions
Tell stories – be flexible not linear
22. Act Immediately
Agree next steps (issue – action – value)
Agree the method of operation (next page)
Personalised letter or email
More substantive follow up
Set up follow up meetings – introduce new players
Clarify roles and timescales (RACI)
Show you have listened and understood
Do what you say you’ll do: “when do you need it?”
Produce an update within EveryChild and circulate as appropriate
Implement suggestions – and tell them!
23. Confirm working practices
How much contact do you want?
Discuss openly, it’s a two way process
Agree how you will communicate
Don’t agree things you don’t want
Be prepared for polite rejection
Keep the connection alive
Manage actively to make sure contacts don’t die off
Make diary notes, don’t let things drift
Let them know you are thinking about them
24. Preparing for the presentation
- Take the rest of the time available to:
- Finalise your presentation for next week
- Finalise your report
- Make some notes about your blog – even go and do it
- Get some guidance from the tutor on any of the above