Know
yourself
1. Your role and what it
involves
2. Your communication style
3. Your behavioural style
and personality type
4. Your motivation and
motivators
5. Your strengths and
development areas
Know
your customer
6. Stepping into the
customer’s shoes
7. Identifying customer
communication style
8. Identifying customer behavioural
style
9. Identifying customer
personality type
10. Identifying customer
needs
Know
your offer and approach
11. Understanding your
product and service offer
12. Planning and preparing
for communication
13. Managing objections &
indecisive customers
Step 4
– Develop your skills and adapt
14. Communication skills and
techniques
15. Questioning and
listening skills
16. Adapting to different
customer styles and types
17. Developing sales and
service opportunities
18. Summarising and
completing communication
|
Know
yourself
1. Your role and what it
involves
2. Your communication style
3. Your behavioural style
and personality type
4. Your management and team
leadership style
5. Your motivation and
motivators
6. Your strengths and
development areas Know
your team
7. Stepping into the team’s
shoes
8. Identifying team member
communication style
9. Identifying team member behavioural
style
10. Identifying team member
personality type
11. Identifying team member
needs
Know
your leadership approach
12. Analysing and
interpreting information
13. Planning and goal
setting
14. Creating a team approach
15. Motivating your team
Step 4
– Develop your skills and adapt
16. Delivering effective
feedback
17. Questioning and
listening skills
18. Running effective 1-1
meetings
19. Running effective team
meetings
20. Designing personal
development plans
21. Designing development
interventions
22. Coaching skills
23. Adapting to team member
style and type
24. Adapting your team
leadership style
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