Idiomas

How to approach the general public

OBJECTIVE:

To provide participants with the necessary skills to increase the quality of services rendered to the general public, conveying a positive image of public institutions.

COURSE OUTLINE:

  • Public Institutions and their environment: specific features.
  • Conveying a positive image: procedure and stages.
  • Communication tools: Verbal and non verbal communication.
  • Customer satisfaction.
  • Handling difficult situations. Complaints.
  • Discussing individual action Plans.
  • Videotaped role- play with feedback from tutor.