Conflict Management & Management of difficult clients: Improving Employee Motivation


Natasa Ivanovska, 23-24.4.2013, M6 Educational Centre

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Workshop overview

The workshop will be focused on improving the productivity and customer satisfaction in the respective processes at the company. The key aspects in this respect will be communication, conflict management and improving employee motivation.
The participants will be provided insights into different motivational value systems (things each of us values and sees as important and “right” way of operating) that drive certain behaviors and determine communication styles in the working environment. Participants will be able to discover valuable aspects of their own communication styles, as well as for the styles and needs of their clients and customers. Obviously, clashes in motivational value systems and communications styles lead to conflicts and thus affect the productivity and customer satisfaction. Managing difficult clients will be also addressed in terms of: who is a difficult client, why might we perceive them as difficult, how to overcome the difficulties in communication etc.
This input will be further used to discover the motivation drivers, based on the different needs and preferences. The format of the workshop will be highly interactive, with personalized approach to each participant, including case study reviews, role-plays and facilitated discussions.

Who Should Attend

· Middle and Top Managers
· Customer Care Managers and Employees
· Human Resources Managers
· Sales Manages

How will you benefit?

· Practical tools and solutions for everyday situations in the workplace
· Deeper understanding of personal motivators that lead to different communication styles
· Learning how to recognize customer needs in the communication process to provide better service
· Recognize “conflict triggers” and learn how not to accept the “invitation for conflict”
· Better understand personal motivators and learn how to motivate the team members more effectively

Day 1 (23.04.2013)

11:00 – 11:30 Registration and Coffee

11:30 – 13:00 Motivation and Behavior: What is your preferred style?
· Introduction to the seminar, participants and trainer discuss: What causes difficult communication?
· Motivational Value Systems MVS – what drives us from inside?
· Behavior: Motives, Intention, Action
· (Case Study/Interactive Exercise ) The value of each MVS for the team/company

13:00 – 13:15 Coffee Break & Snacks

13:15 – 14:45 Client Relations Management: How to make it work for the best?
· CRM: How it influences the company’s profit
· What makes a Client a difficult one
· Building trust and improving the client relations to excellence
· (Case Study/Interactive Exercise ): Case study – Meeting Mr./Mrs. Difficult: make it a nice experience and build a relationship that works

Day 2 (24.04.2013)

11:00 – 11:30 Registration and Coffee

11:30 – 13:00 An “invitation to conflict”
· Brief overview Day 1: Key learnings
· The conflict concepts – why it occurs and how to deal with it
· Managing relations with clients when they are in conflict (with the company, the staff, etc)
· (Case Study/Interactive Exercise ) – Facilitated discussion: What are the conflict triggers for me?

13:00 – 13:15 Coffee Break & Snacks

13:15 – 14:45 Motivation: how to bring out the best of us
· The universal motivation: what drives us
· Different motivational value systems and needs
· Practical tips and leads to better motivating the teams
· (Case Study / Interactive Exercise ) – Group work: Motivation: The “Magical” things that make us excel

Action Planning: How will I implement this into my everyday work, starting tomorrow.

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Natasa Ivanovska
Over thirteen years of experience in managerial positions in companies specializing in communications, marketing and public relations, and in the field of human resources and personal development. Intensive practical experience in managing human resources, recruitment and development of staff and internal business processes. Formal education - Faculty of Technology – base- organic and polymer engineering. Postgraduate MBA studies at Sheffield University - City College of Thessaloniki (Communications, Postgraduate Certificate). Working visits to Arizona State University (ASU) in Phoenix, USA, and business visits to companies and organizations in Los Angeles and Las Vegas.

Certified trainer and facilitator of SDI (Strengths Deployment Inventory), Completed the specialization in coaching at the program "Art and Science of Coaching" (The Art and Science of Coaching-TASC) which fill the "Gold standard" of the International Coaching Federation - ICF (Certificate of Completion). Erickson Coaching College is among the world's leading coaching authorities who for 20 years to apply their experiences on all continents of the world, led by Dr. Marylin Atkinson. Founder and board member of the first Macedonian Association Career Development Facilitators (ASK).
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