Those who manage people know that it is often challenging to provide ‘constructive criticism’ or feedback without causing their employees to become defensive. All too often human nature and an instinctive need to defend ourselves takes over, resulting in resentment or resistance to suggestions for change. This webinar features Rich Gallagher - Author of What to Say to a Porcupine & How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations a Work – exploring a fresh new approach to coaching customer service professionals. An approach based on recent developments in the psychology of how we communicate with each other focusing on strength-based coaching versus deficit-based coaching. Rich told our audience: :: Avoid the mistake of focusing on what’s wrong and transform interactions that might become verbal tugs-of-war into collaborative problem-solving sessions :: How a painless, blame-free approach for coaching can create real performance and behavior change

1. “ How to Tell Anyone Anything – Coaching Your Service Team To Success” Rich Gallagher, President, Point of Contact Group Gary McNeil, Vice President, Marketing, Parature Inc.

4. Economic Downturn Has Changed Everything… Although there may be signs of a recovery… Customers are buying less – demand is recovering slowly.

8. How to Tell Anyone Anything: Coaching Your Service Team to Success Presented by Rich Gallagher Point of Contact Group www.pointofcontactgroup.com Sponsored by

9. Introduction: Do you ever have problems like these?

26. More examples of productive discussion The problem How to discuss it Your performance hasn’t been up to par lately. Normally, a typically employee handles X transactions per day. Your productivity has been about 40 per cent of that recently. What do you think might be the reasons for that? Your short temper is getting on people’s nerves lately. I sense that you are feeling angry a lot lately, and it has been impacting other people’s morale. What do you think might help solve the problem from here? You are dropping the ball on important customer issues. Several customers have been sharing concerns about getting follow-up on their issues recently. What is your take on the situation?

29. Thank You! To learn more, visit www.HowToTellAnyoneAnything.com For more information on Rich Gallagher’s communications skills training programs, visit www.pointofcontactgroup.com To contact Rich: [email_address]

30. Follow us on Questions? http://blog.parature.com http://www.facebook.com/parature http://www.twitter.com/parature http://www.youtube.com/paratureinc http://www.parature.com/rss