CUSTOMER SERVICE, TAKE CARE OF YOURSELF TO BETTER CARE FOR OTHERS

INTRODUCTION

How to continue doing my job well without being consumed by frustration or fatigue? How to maintain patience and active listening in the face of aggressive, demanding, or suffering clients? How to demonstrate empathy without exhausting myself emotionally?

Working in public service is often unpredictable. In a single day, you may deal with calm and cooperative people, but also with others who are irritated, confused, or demanding. Maintaining serenity, communicating clearly, and adapting communication to each profile is essential to ensure quality service and preserve your well-being on a daily basis.

This training supports those on the front line in understanding their communication style, interpreting public behaviour, and adjusting their approach to different ways of communicating, while preserving personal balance and avoiding emotional burnout.

PREREQUISITES

Prior to the training, participants will be invited to complete the PCM questionnaire to obtain their confidential Personality Profile. This personalised report, comprising 30 to 40 pages, includes a tailored action plan to help participants better understand and manage their psychological needs.

TARGET AUDIENCE

Professionals who interact directly with the public, whether in public or private entities, in face-to-face or telephone contexts such as front office staff, receptionists, customer support assistants, telemarketing or call centre operators. It is also aimed at supervisors and team coordinators who wish to enhance the effectiveness of communication with the public and within their teams.

OBJECTIVES

• Explore your personality profile to better understand yourself and gain clearer insight into your audience.
• Develop the ability to adapt communication, creating trust and closeness in each interaction.
• Identify the factors that influence people's motivation and behaviour.
• Learn to manage objections and prevent conflicts.
• Identify concrete actions to maintain emotional balance.

PROGRAMME

Introduction

• Communication, a state of mind
• Life positions: the 4 basic attitudes of communication and behaviour under stress
• Communication, content and form
• Exercise: opening interview

Personality Structure

• The PCM personality structure
• Introduction to the concept of the Elevator and Psychological Needs
• Connect with others

Personality Types

• The 6 personality types, your specific way of communicating, working in a team, self-motivating, behaving under light stress and under intense stress
• 6 languages of communication, 6 perceptions
• Exercise: identify the perceptions
• Personality Profile Study, self-assessment
• Delivery of the PCM® Personality profile, analysis and feedback

Parts of Personality

• How we say things is more important than what we say
• Communicating effectively involves using all our parts of Personality and adjusting to the interlocutor
• The 5 parts of Personalities
• The 5 communication indicators.
• Videos/practical cases 
• Communication Exercise: activate the Parts of Personality

Communication Channels

• Miscommunication and Communication Channels
• The 5 Communication Channels
• The Communication rule
• Videos/practical cases

Environmental Preferences

• The Identification Matrix
• Exercise: Office Party

Psychological Needs

• Personal reflection: motivating/demotivating others 
• The 8 Psychological Needs
• Feeding the Psychological Needs
• Exercise: identify my behaviour under stress at work and in personal life

Miscommunication and Stress

• Definition of Stress, Eustress and Distress
• The prediction of behaviour under Stress
• 3 degrees of stress and Stress Sequence
• Stress Sequence and Personality Types
• Reflection: taking people out of Stress

Conclusion and Action Plan

• What I discovered or unveiled about myself
• What I need to improve
• Where should I start
• What am I going to do to follow up on this seminar
• Closure and conclusion