Course Outline · 2 Days
setting others up for success! (internal customer service)
Operations professionals, cross-functional team members, project leads, administrative staff, department coordinators, internal support teams, and any professional seeking to elevate internal collaboration and service quality.
This workshop was designed to help staff improve collaboration with colleagues and other internal customers as a keystone for improving their performance in today’s competitive workplace environment. Using a self-assessment tool, participants discover their dominant communication style and learn how to adapt that style to work more effectively with others. The course will help participants improve their communication skills, make good first impressions, set the right expectations, manage themselves, and build collaboration skills. After attending this workshop, participants will be able to work more effectively with colleagues and team members.
At a glance
- Duration — 2 Days
- Who it’s for — Operations professionals, cross-functional team members, project leads, administrative staff, department coordinators, internal support teams, and any professional seeking to elevate internal collaboration and service quality.
- Delivery — Interactive, in-person and hands-on
Delivery methods
- Self-discovery and critique
- Group exploration and facilitator-led discussions
- Workflow mapping & internal network simulations
- Game-based learning
- Best practice internal service theory exploration
- Listen, ask questions, and interpret nonverbal messages more effectively across teams.
- Set and manage the expectations of colleagues and internal team members with clarity.
- Communicate assertively while maintaining positive, constructive working relationships.
- Adapt your communication style and manage your behavior for more productive work relationships.
- Map out end-to-end workflows and handovers between colleagues and cross-functional departments.
- Analyze current workflows and identify actionable opportunities to improve operational efficiency.
Communicate Clearly and Confidently
- Importance of clear communication – How well do you communicate?
- The 5 Basic Principles of communication
- Focus on Behavior, not personality
- Be Specific and avoid ambiguous handovers
- Use the power of insightful questions
- Listen Actively to colleague needs
- Communicate Assertively and professionally
Working Better Together
- Importance of working cohesively as one team
- Internal customers are customers too
- Managing internal customers' expectations and service agreements
- Understanding internal customers' behavioral and communication styles
- The 4 Major behavioral styles and how to flex your style
- Mapping your internal network and key collaboration touchpoints
- Giving the message of 'I Care' when passing work and handovers
Competitive review game – An exciting review challenge (PowerPoint Game) to end your training on a high note!
Tell us your team size, dates and objectives and we’ll tailor the delivery to your business.