Intended for:
For managers of different experience levels for improving people management skills.
Challenge:
The daily life of a manager is filled with tasks, duties and challenges: communicating with employees, managing daily operational tasks, achieving strategic goals. Often these goals have to be achieved under conditions of increased stress and despite the misunderstanding or resistance of those around.
How can a leader cope with these quite or "human-orchestral" challenges?
The good news is that there is a practical solution to this challenge! True, more nuanced questions need to be answered on the way to it. What are the roles of a manager? How to effectively communicate with the team? How to drive change and development? How to deal with employee resistance? How to delegate? What to devote your time and energy to? How does a Manager grow to the role of Leader?
Answers to these questions - in the seminar "Management of People" by Kārlis Apkalns.
Benefits of the course:
Improved manager people managementdriving quality with:
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discussed the most frequent mistakes of managers and solutions for their correction;;
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to learn the essentials for daily management workm skills;
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handy handouts for repetition and skill maintenance.
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collected for the most current management tools
Course format:
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Trainings are provided remotely on the Zoom video conference platform;
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In the seminar, 30% of the time is devoted to theory, and 70% of the time to exercises, case analysis, moderated group discussions and mutual exchange of experiences;
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Participant collaboration is provided in Miro's remote digital whiteboard environment;
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An example of Miro board activities from similar tutorials can be found below.
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MBA (Riga Business School).
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Latvia's TOP business trainer, has created seminars on 20+ topics.
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He has trained top-level managers of the Latvian state administration, the teams of the Bank of Latvia and the University of Latvia, the State Revenue Service, Latvenergo administration teams, leading Latvian start-up companies and 400 other organizations.
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Works with students of the Riga School of Economics (SSE Riga).
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He writes a blog dedicated to management topics at www.apkalns.lv
Kārlis Apkalns
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MBA (Riga Business School).
-
Latvia's TOP business trainer, has created seminars on 20+ topics.
-
He has trained top-level managers of the Latvian state administration, the teams of the Bank of Latvia and the University of Latvia, the State Revenue Service, Latvenergo administration teams, leading Latvian start-up companies and 400 other organizations.
-
Works with students of the Riga School of Economics (SSE Riga).
-
He writes a blog dedicated to management topics at www.apkalns.lv
Program:
2 online learning sessions | 6 academic hours
Session I
CUSTOMER - EXPERIENCE, POWER, EXPECTATIONS
3 academic hours
TRAINING CONTENT
Customer Service vs. Customer Experience
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What is good Customer Service?
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Why does Customer Experience Matter?
Customer Power
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Does the Client Have Power?
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Is "the customer always right"?
Customer research and understanding
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How to take the initiative to solve the Client's situation?
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What does the customer want?
EXERCISES
Pattern analysis:
"Customer Path"
Group work:
Analysis of customer service problem situations individually and in groups
Session II
CLIENT - CONTACT, CONFLICTS, STRESS
3academic hours
TRAINING CONTENT
Customer service barriers
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What is the Customer? What am I?
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Perception and communication - barriers, saboteurs, mistakes. "Logic Bubble"
Conflicts, "Difficult Customers"
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Commandments of conflict
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What to do if the Customer shouts, threatens, gets angry?
Stress management practice
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STOP Emotion method and "Circle of Care"
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Stress anchors
EXERCISES
Group work:
Analysis of the results of the first day of the seminar
Discussion:
How do I communicate?
Session II
CLIENT - CONTACT, CONFLICTS, STRESS
3academic hours
TRAINING CONTENT
Customer service barriers
-
What is the Customer? What am I?
-
Perception and communication - barriers, saboteurs, mistakes. "Logic Bubble"
Conflicts, "Difficult Customers"
-
Commandments of conflict
-
What to do if the Customer shouts, threatens, gets angry?
Stress management practice
-
STOP Emotion method and "Circle of Care"
-
Stress anchors
EXERCISES
Group work:
Analysis of the results of the first day of the seminar
Discussion:
How do I communicate?
Session II
CLIENT - CONTACT, CONFLICTS, STRESS
3academic hours
TRAINING CONTENT
Customer service barriers
-
What is the Customer? What am I?
-
Perception and communication - barriers, saboteurs, mistakes. "Logic Bubble"
Conflicts, "Difficult Customers"
-
Commandments of conflict
-
What to do if the Customer shouts, threatens, gets angry?
Stress management practice
-
STOP Emotion method and "Circle of Care"
-
Stress anchors
EXERCISES
Group work:
Analysis of the results of the first day of the seminar
Discussion:
How do I communicate?
