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Our
seminars
11. International call-centre cross-cultural
sensitivity training
One to two day seminars dealing with the following:
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Helping
call handlers become more comfortable and therefore more confident
in dealing with their target markets
Helping
call handlers with the pragmatic aspects of communication
- i.e.
developing good conversation lubricating strategies to ensure
comfortable conversations, clarification and checking strategies
to ensure that they have understood clearly the intent of
the communication
and repair strategies to ensure that confidence in the communication
is maintained with their target cultures
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Helping
call handlers with the socio-linguistic aspects of communication
by identifying and responding to cultural clues. |
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Helping
call handlers develop interpersonal skills on the phone to allow
them to deal with calls with greater cultural sensitivity. |
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Helping
call handlers identify discourse markers indicating the social
style and mood of the caller and to be able to respond appropriately,
to handle impatience, irritation or offence and to accord the
correct style of formality and respect. |
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| Please
send me a comprehensive outline and price details for the course: |
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