Cognitive Skills Cognitive Skills Focusing on Business-Critical Areas Like Critical Thinking, Teamwork, Decision Making and More

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Cognitive Skills Cognitive skills focusing on business-critical areas like critical thinking, teamwork, decision making and more

CRITICAL THINKING - CRITICAL CONVERSATIONS - MODERN SOFTSKILLS SEEKING & PROVIDING SUPPORT l Critical Thinking: Introduction l Getting and Giving Help: Getting the Right l Critical Thinking: Managing Deceptions and Help Fallacies l Getting and Giving Help: Mentoring Peers l Critical Thinking: Persuasive Arguments l Giving and Getting Help: Coaching Peers l Critical Thinking: Checklists for Rational Decisions l Giving and Getting Help: Customer l Critical Thinking: Optimal Understanding Experience Management l Giving and Getting Help: Managing PROBLEM SOLVING Customer Expectations l Problem Solving: Early Problem Recognition EFFICACIOUS NEGOTIATION l Problem Solving: Four Stages of Creative Problem Solving SKILLS l Problem Solving: Defining Problems Accurately l Negotiation: Introduction to Negotiation and l Problem Solving: Confident Decision-Making Strategy l Problem Solving: Crisis Resolution l Negotiation: Planning Effective Negotiations l Negotiation: Opening Win-Win Discussions ART OF PERSUASION l Negotiation: Exploring Win-Win Alternatives l Negotiation: Reaching Agreement and Tactics l Building Rapport: Business Etiquette & Customer Care l Building Rapport: Confidence in Any Situation LISTENING SKILLS l Building Rapport: Instant Rapport l Authentic Listening: Introduction l Building Rapport: Building Trust and Respect l Authentic Listening: Increasing l Building Rapport: Building Positive Concentration Relationships l Authentic Listening: Building Curiosity l Building Rapport: Greetings and Introductions l Authentic Listening: Gaining Clarity in Sales l Authentic Listening: Critical Listening

CONNECTIONAL INTELLIGENCE STRESS MANAGEMENT l Contact Management: Customer Relationship l Stress Management: Stress for Success Management l Stress Management: Stress Management l Contact Management: Sales Force Automation Techniques l Contact Management: CRM Implementation l Stress Management: Resiliency l Contact Management: Customer Experience l Stress Management: Balancing Home and Management Career l Contact Management: Managing Customer l Stress Management: Preventing Job Burnout Expectations BUILDING RAPPORT MANAGING ADVERSE SITUATIONS l Building Rapport: Business Etiquette & l Difficult Situations: Calming Upset Customers Customer Care l Difficult Situations: Dealing with Difficult l Building Rapport: Instant Rapport Customers l Building Rapport: Building Trust and Respect l Difficult Situations: Call Escalation l Building Rapport: Confidence in Any Situation l Difficult Situations: Handling Complaints l Building Rapport: Building Positive l Difficult Situations: Delivering Bad News Relationships l Building Rapport: Greetings and Introductions in Sales