participant notes page - terrific trading · terrific trading pty ltd 1 | p a g e part three...

Terrific Trading Pty Ltd 1 | P a g e

PART THREE

Managing your time and your customers

List of contents

Participant notes Page

Time tools 2

Quadrants 3

Categorising work 6

Personal organization 6

Positivity 8

Positivity self-assessment 9

Techniques for positive thinking 13

Stress symptoms 16

Dealing with stress 17

Cybernetics 18

Beliefs 19

Dealing with difficult behavior 22

Not taking customer anger personally 23

Reflective responses 25

Ask questions and find solutions 26

Agree on a solution 27

Summary 28

Finding a positive alternative 29

Assisting customers with special needs 30

Action plan 32


Time Tools

Identify and Eliminate Time Wasters

When we start to list the major time wasters at work we inevitably look at external factors first- telephone, interruptions, delays by colleagues, information not available etc. However if we are honest the biggest cause of wasted time is- ourselves! We fail to plan, lack of focus, unwillingness to be off line for an hour. Sometimes it is the actual work habits we have drifted into that waste time: ❖ trying to do too much at once ❖ taking on tasks you are not capable of ❖ procrastinating ❖ poor communication ❖ lack of organisation ❖ poor planning The good news is of course that if we are the cause then we must also have the solutions. List your top 5 time wasters and develop strategies to eliminate them:

1.

2.

3.

4.

5.


Quadrant 1

Urgent/ important

Crises Pressing problems Deadline driven projects

Quadrant 2

Non-urgent/ Important Prevention Relationship building New opportunities Planning

Quadrant 3

Urgent/Not important Interruptions Some calls Some meetings Pressing matters

Quadrant 4

Not urgent/ Not important Busy work Some mail and e-mails Some calls Pleasant activities Time wasters Social media


Quadrant 1

Urgent/Important

Quadrant 2

Not urgent/Important

Quadrant 3

Urgent/Not important

Quadrant 4

Not urgent/ Not important


What are the consequences of spending too much time in each of the quadrants?

Quadrant 1

Quadrant 2 Quadrant 3 Quadrant 4


Categorising Your Work What are the objectives and key responsibilities of your role? a) Activities you are not performing but that you should be (quadrant 2)- buy time for these. b) Activities that you are performing that you should be doing (quadrant 1 & 2) - check priorities adjust priorities as they change do in minimum time (focus) c) Activities that you are performing that you should not be doing (quadrant 3 & 4)- should they be done at all? what changes are needed ?


Personal Organisation

You do not have 24 hours a day to manage. You often only have 1 or 2 hours which you are able to control. Imagine you have jar, you fill the jar with rocks, is it full? It appears full however if you now pour fine gravel into the jar it will fill the spaces between the rocks. Is it full? Top the jar up with sand and then finally pour in water. Try fitting the rocks in when you start with the sand! This is what we sometimes do with our time. Decide which of your tasks are rocks and which are sand. You cannot keep everything you need to do in your head. Make a ‘To Do’ list and put everything on it.

❖ List every task ❖ Decide which quadrant the tasks are in ❖ Prioritise with A,B,C.( A must be completed today, B nice to complete

today, C Not urgent) ❖ Do as early as possible when you are fresh. ❖ Rewrite your list every day and reallocate the As, Bs and Cs.

Some tasks require uninterrupted time- plan so that you get this time. Listening to people and being interrupted are part of your role. You cannot afford to be rude to people.

Stop the time thieves

Phone calls ❖ Set aside time to make calls in a block ❖ Have all phone numbers and information ready ❖ When you are making a call, know what your objective is. ❖ Get to the point, some small talk is inevitable, but don't overdo it ❖ Take follow-up action immediately after the call ❖ Make notes during the call to save your memory Meetings ❖ Know the purpose of the meeting ❖ Be on time ❖ Stick to issues-don't discuss irrelevant points ❖ Instead of minutes use an action list Paperwork ❖ When dealing with paperwork take immediate action and only handle each piece of

paper once. ❖ Keep communication short and sweet, say what you want to say and KISS.


Positive Mental Attitude

Your attitude is entirely under your control. When we say that someone has a ‘positive attitude’ it refers to how they choose to view situations, others, the world and themselves.

People who focus on the positive factors of their environment find it easier to remain positive. When you come across an event that appears to be negative, the challenge is to employ an attitude adjustment technique that enables you to change your focus back to a positive one.

• A positive attitude will provide higher energy levels.

• A positive attitude is contagious. (Whinging is contagious too but has a ‘draining’ effect on everyone.)

• A positive attitude is a foundation for all good relationships.

• Those who understand the importance of good relationships have a distinct career advantage.

• Attitude maintenance is an essential part of your daily and weekly routine.

• Everyone has the capacity to be positive under almost any circumstances, it is, after all, a choice.

• A positive attitude is the key to success in any problem solving procedure or major lifestyle change.

A positive attitude makes it possible for you to maintain energy and enthusiasm even in the face of adversity. It helps in every area of your life but especially in the personal relationships you build at work and at home.


The Power of Positive Thinking

Attitude- Self Assessment

Please tick the column that most closely describes your recent experiences, feelings and attitudes involving each of the following statements: Almost Sometimes Almost Always Never

1. I can identify opportunities in new situations _______ ________ ______

2. I am wary of new situations until they are proven _______ ________ _______

3. I believe there is nothing better than my present situation. _______ ________ _______

4. I know I can accept change once a new situation is clear. _______ ________ _______

5. I look forward to new challenges each day. _______ ________ _______

6. I worry if things are going smoothly and feel sure they will go wrong soon. _______ ________ _______

7. Each day I feel overloaded. _______ ________ _______

8. I feel I am in control and can work at a steady pace. _______ ________ _______

9. I feel like I am going through the motions and wish something would change. _______ ________ _______

10. I believe my co- workers would say I have a good attitude. _______ ________ _______

11. I don’t allow little things to bother me. _______ ________ ______

12. I am usually enthusiastic about my life. _______ ________ ______

13. I would rate my attitude as positive. _______ ________ ______

14. I have no problem treating others with

patience and sensitivity. _______ ________ ______


15. I am creative. _______ ________ _______

16. I am able to see the funny side of things. _______ ________ _______

17. I am positive about my future. _______ ________ _______

18. I think ‘I must get a lotto ticket….’ _______ ________ _______

19. I find situations difficult to handle. _______ ________ _______

20. I am pro-active. _______ ________ _______


Question Almost Sometimes Almost

Always Never ________________________________________________________________________

1. 5 3 1

2. 1 3 5

3. 1 3 5

4. 5 3 1

5. 5 3 1

6. 1 3 5

7. 1 3 5

8. 5 3 1

9. 1 3 5

10. 5 3 1

11. 5 3 1

12. 5 3 1

13. 5 3 1

14. 5 3 1

15. 5 3 1

16. 5 3 1

17. 5 3 1

18. 1 3 5

19. 1 3 5

20. 5 3 1


Rate your Attitude 90-100 You have a positive, pro-active approach to almost everything in your life. You have developed a positive mental attitude and just need to ensure you have a system for maintaining it. 70-89 You generally win a few and lose a few. It would be useful to even out the highs and lows so you can control your attitude consistently. 50-69 You have a tendency to focus on the negatives. Deciding to change to a positive focus will help re-generate energy and enthusiasm in your life. I t will also help to banish fears. 20-49 You generally only see the negative aspects of life and work and of course this then becomes your reality. You can choose a different way of looking at all of the aspects of life. A new perspective will yield valuable rewards in all areas of your life.


Techniques for Positive Thinking

1. Change your Mind

Whenever something potentially negative happens in your personal or work life, you take the time and make the effort to see the positive side of it. Believe it or not there is always positive side to every situation. Choosing to see the negative side of a situation is a habit and habits can be changed. I can apply this when: ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

2. Can do

Concentrate on what you can do rather than on what you can’t do. We all have some positives in life, focus on those and not on what is missing or not going your way. Understand that the thoughts you have minute by minute construct your reality.

a) Focus on your successes b) Be realistic and focus on the good experiences, don’t let a minority of

difficult situations colour your judgement. c) Reward yourself for each success (even small ones!).

I can apply this to my life by: ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

3. Mentally Reset

When you are interacting with other people all day you inevitably come across difficult or frustrating situations. This can sometimes lead to stress, which can ‘leak’ on to the people around you. Once you have a negative focus your thoughts will actually start to sabotage your relationships. One strategy to overcome this is to consciously ‘reset’ after a negative experience. I can use this when: ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


4. First Things First

Don’t procrastinate. Do the things you don’t enjoy or contact the people you dread contacting early in the day. If you put them off you will carry that feeling of dread all day. Don’t spread yourself too thin and take on too many commitments. Mix with people who make you feel good and who are positive, avoid people who put you down and are negative. This would be useful when I: ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

5. Get Some Perspective

Make sure you don’t brood over things, get them off your chest. Molehills will soon become mountains if you do not take action. Take time to do things you like, they may only be simple things but time spent on yourself is time well spent. Look at the big picture, if you have a problem today think about whether it will still bother you in a month, a year or even ten years’ time. I can use this when: ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

6. Attitudes are Contagious

If you are already a positive person then the best way to stay positive is to share that attitude with others. Attitudes are contagious – is yours worth catching? Try not to be SNIOP. I am going to spread my positivity by: ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


7. Extreme Self Care

Looking after your health and eating properly are refuelling techniques that are essential to a positive outlook. LOOK AFTER YOURSELF FIRST. This does not involve great expense, just some time and a bit of effort. I am going to look after myself by: ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

8. Power to Choose

When you find yourself using the words ‘must, have to, should’ on a regular basis it will lead to you feeling out of control. Stressed and negative. These words even when said to yourself imply an outside imperative. Substitute ‘want to, like to, going to’ and this subtle mind shift results in you feeling empowered and in control. I can use this when: ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

9. Look to the Future

If you have a clear focus on the future, the little things that appear to be a big deal are put into perspective. Learn to set short, medium and long-term goals. Knowing what you want to achieve and by when, helps you to put energy into everyday tasks. Only 4% of people actually commit to paper their thoughts about what they want for themselves- be one of the few! A goal is only a goal when it is writing, when it is just in your head it’s called a wish!! I am going to set goals for: ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Stress Symptoms Checklist

Presented below are common problems which may be stress related. Please mark the frequency with which you have experienced each of these problems during the past two months. If you have always had these symptoms it is unlikely to be caused by recent stress. Count only the symptoms that have occurred recently, that are unfamiliar to you or that are more frequent than usual. Use the following numbers in responding to the checklist: 0 = have no problem 1 = occasional 2 = frequently 3 = constant

1. Tension headaches 20. Irritability

2. Sleep on set insomnia 21. Migraines

3. Fatigue 22. Early morning awakening

4. Overeating 23. Loss of appetite

5.Constipation 24. Diarrhoea

6.Lower back pain 25.Aching neck and shoulders

7.Allergies 26. Asthma

8.Anxiety 27.Colitis

9. Nightmares 28. Periods of depression

10. High blood pressure 29. Arthritis

11.Hives 30. Frequent colds or flu

12. Excessive alcohol consumption

31. Minor accidents

13. Low grade infections 32.Presciption drug use

14. Indigestion 33. Absent mindedness

15. Hyperventilation 34. Cold hands or feet

16. Worrisome thoughts 35. Heart palpitations

17. Dermatitis 36. Sexual dysfunction

18.Nausea 37. Feeling angry

19. Feeling helpless 38. Feeling alone

Total score

A score of more than 15 means you need to make some adjustments to reduce your stress level.


Dealing with Stress

When people are under stress they commonly feel the following:

1. Unable to control which leads to feeling:

2. Overwhelmed, which leads to feeling:

3. Frightened and apprehensive, which leads to feeling:

4. Angry and frustrated, which leads to feeling:

5. Resistant which leads to feeling:

6. Cynical, which leads to feeling

7. Hopeless and despairing Some strategies to break the cycle:

1. Don’t take internal/external customer anger personally 2. Discuss your feelings with someone 3. Listen to your own anger, don’t try to push it down or ignore it. 4. Use the Power to Choose. 5. Make sure you have a good work/life balance 6. Simplify your life- remove any stressors that you can 7. Set goals 8. Read inspiring books 9. Don’t watch the news before going to bed 10. Get some perspective- visit an elderly person or a paediatric cancer ward 11. Change your inner dialogue- listen to and change what you tell yourself 12. Look after yourself 13. Seek professional help 14. Make changes, don’t hope that things will just get better

Looking After Yourself through a Stressful Time

➢ Monitor your internal dialogue. What do you say to yourself all day. Do you call

yourself an idiot if you get something wrong? Do you constantly tell yourself you are overloaded, tired, feel bad. Try changing the tape and give yourself positive messages.

➢ Vent. Your feelings must go somewhere, do some physical exercise to redirect the

pent up tension

➢ Break down tasks into manageable chunks. Have a to do list and take pleasure in crossing off the completed tasks.

➢ Look for the positives. This needs to be for your job, your colleagues, your own

abilities.


Dealing with Difficult Behaviour

People get upset because… Customers these days… When we handle a difficult situation well we benefit because…. Sometimes it is a challenge to deal with difficult people because…


BELIEFS

ATTITUDES

FEELINGS

ACTIONS

RESULTS


SABOTAGE BELIEF

HELPFUL BELIEF

Belief

People who are rude or arrogant don’t deserve good service. No one’s got the right to speak to me like that. I don’t get paid to put up with this.

Attitude

Negative.

Feelings

Outraged/on edge.

Action

Polite but cold or outwardly professional but churned up inside.

Result

Customer/colleague remains unpleasant and uncooperative or may handle them well but go home feeling miserable.


SABOTAGE BELIEF

HELPFUL BELIEF

Belief

People who are rude or arrogant don’t deserve good service. No one’s got the right to speak to me like that. I don’t get paid to put up with this

People are OK. They just don’t always act that way. I’m OK. I can handle any situation. I don’t know enough about this customer/colleague to make a judgement about their behaviour.

Attitude

Negative.

Positive and non-judgemental.

Feelings

Outraged/on edge.

Let’s see what we can do to turn this around.

Action

Polite but cold or outwardly professional but churned up inside.

Concerned/caring and professional in what I say and do.

Result

Customer/colleague remains unpleasant and uncooperative or may handle them well but go home feeling miserable.

Customer/colleague calms down and becomes more willing to cooperate and accept a reasonable solution.


Dealing With Difficult Behaviour

Difficult customers or more accurately difficult situations are a fact of life in any organisation. We all need to be able to deal with these situations and 'turn around' the customer without getting upset ourselves. Why attempt to turn them around? If they're rude why should we be pleasant and accommodating? Every experience a customer has with us is a moment of truth, they will judge the whole of your organisation by the experiences they have. Reputations are made or destroyed by moments of truth and how we handle them. Every difficult situation is an opportunity for relationship building even though it may not seem so at the time. Once you are aware that people are sending out signals that they are impatient or angry, you become alert for the clues that will help you say and do the things that will result in a win/win situation. By following some simple guidelines most difficult situations can be resolved quickly and relatively easily.

Step 1

Recognise the warning signs that a customer situation may become difficult and prepare yourself mentally for a challenge.

Step 2 Deal with your own feelings. When a customer is rude or angry, it is only natural to feel defensive. It feels like we are being blamed for something, that the blame is being laid at our feet and it may be nothing to do with us. It's easy to take it personally and become emotionally involved which usually leads to us handling the situation badly. Most of us have been angry customers ourselves at one time or another. When you are in the business of dealing with either internal or external customers it is inevitable that you will come across unhappy or angry customers. Mostly these experiences are not very pleasant and some can be distressing. The good news is that there are skills you can use to handle these difficult situations- you do not have to be a victim! Think about a time when you have had to bear the brunt of a customer's anger. What happened? How did you feel then? Did you dwell on it? Did you think of all the things you could have said? Do you regret what you said? Did you carry that feeling of remorse, anger or defeat around with you for the rest of the day? Think of the unproductive hours wasted on those emotions. How many other customers and colleagues were affected by the unfortunate experience you encountered that morning? The first step before using any kind of technique is to believe in yourself and your professionalism. Even if you have made a mistake you can deal with that - everyone has made a mistake at some time in their life. Stay calm and ask yourself, would they shout at anyone else? The answer is that they would do the same to whoever they came across.


Not taking customer anger personally

Rationalise

Is this personal? Would they be doing this with anyone else? Be aware of your bias, have you got an agenda, are you making assumptions or is what they are saying linking in to something you are sensitive about?

Visualise

Try these: The Duck The Forcefield The Switch The Keeper

Ready, Set, Go!!!

Sometimes we have little idea of what has triggered anger in a customer, we only know some of what they have experienced whilst they are with us. Try imagining the rest of their life. For them to react in a heated way there must be other factors that have accumulated in their life. This is not an excuse for poor behaviour it just tells us that customer anger is not personal. Of course on a challenging day don’t forget that you too can go through ‘ready set go’ in a blink. Look after yourself and your colleagues.

Step 3 Deal with the customer's feelings Handling an angry or complaining customer is made easier if you remember to deal with the customer's feelings before you try to solve the problem. Defuse customer anger using these three guidelines: ▪ Acknowledge how they feel ▪ Ask questions and listen to the answers ▪ Give feedback


1. Acknowledge how they feel. Even if you think that what they are feeling and expressing is totally wrong you must still acknowledge. You are not agreeing with them, you are simply telling them that they feel the way they do. Amazingly by telling someone how they feel you actually stop them from repeating it, they will just agree with you. Make sure you use enough energy in your voice or you will sound uncaring and the customer's anger will heat up. Listen carefully to what the customer says without interrupting or defending. The customer will calm down quicker if they feel you are truly listening to them. Don't argue. Show you are sorry. Let the customer know that you regret the problem and that you are glad they have let you know about it. You are not admitting error, only saying that you are sorry there is a problem. Try empathy- imagine being in their shoes, this helps you to cooperate when you perhaps feel like punishing them for being less than pleasant. Examples of acknowledgements: You're very angry about this. You must be frustrated about this I’d be angry too If the customer is giving you feedback about a problem in your systems or procedures remember to thank them. It is preferable that they give you the feedback so you can improve.


Reflective Responses.

Reflective responses tell the other person that you :

ARE LISTENING

UNDERSTAND

ARE INTERESTED

When using them initially it helps if you use a formula, try starting with: It sounds like… It seems like… So what you’re saying is.. You reflect the feelings, content or implication of what they have said. When you have reflected they may say ‘no, that’s not what I meant’. Don’t be put off by this, now you can clarify what they did mean. Do not overuse them, it sounds really phoney. Try reflecting the following:

1. This is the second time this has happened, are you ever going to get it right?

2. I need an answer on this now, what are you all doing in there?

3. I don’t think you can help me, I need to speak to someone in authority!

4. I’ve sent you the information you wanted, why can’t you do something?


Ask questions and listen to the answers. Once the customer has settled down, you should be able to ask questions and get answers that can help you accurately determine the scope and nature of the problem. Open questions will help to encourage the customer to give you the information you need . These start with What, why, when, who, where, how and which. The tone of your voice and your manner play a vital role in showing your concern. 2. Give feedback While you are asking questions to clarify the situation and gather information, you should also give feedback to your customer. That is, you can re-phrase what the customer has said and repeat it in your own words to show that you understand and have been listening. Once you have gone through these initial steps you can proceed with problem solving and following through.

STEP 4.

Find out what your customer wants. First you ask questions to find out exactly what the customer wants. Sometimes a customer simply needs to blow off steam (perhaps justifiably) but does not really expect anything to be done. In this case, you have helped simply by listening and understanding the dissatisfaction. Remember that your questions are to help find a solution to the problem. Customers often are not sure what they want, and by answering your questions it helps them to clarify or analyse what they really want. Be sure you understand exactly what they are asking for. Then, when you both have a clear picture, you are ready to work out a solution.

STEP 5.

Share information and suggest alternatives Now is not the time to dictate terms to your customers - they have just been calmed down. Yet this is a mistake many people make. The danger words here are “You'll have to…” or “You can't…”. Instead, ask your customers how they would like the situation rectified. This is not the open invitation to take advantage of the situation that it may seem - often your customers will ask for far less than the organisation is prepared to provide. Most importantly it lets you know what needs to be done to win ‘over’ this customer.


There may be occasions when your policy or procedures prevent you from doing exactly what the customers would like. It's important at those times to share that information with them, and offer alternative solutions that are acceptable to both your customer and your organisation. Give them the ‘good news’ first e.g. “What I can do is… I am not able to…” However, you don’t need to tell the customers too much. They will only need to know what is relevant to their own situation. Don't try to defend your position or give them the whole history of a particular policy. And do not “rubbish” your own organisation’s policies, or get into a “them and us” discussion. If it is not straightforward, you may have to involve another team member.

STEP 6

Agree on a solution You have now found out what the customer wants, shared information and offered alternatives. Now show that you have really thought about the problem, and are concerned about the customer, by recommending a solution. This may help in making a decision and both you and your customer should agree on the action to be taken.

STEP 7

Follow up The situation has not been resolved if what has been agreed on, is not carried out. If it is necessary to pass it on to someone else to do, it is important that you keep track of its progress. You are the one ultimately accountable; the customer has entrusted you with the resolution of the problem. It is up to you to make sure that what was promised is carried out. The draft customer complaint policy details the steps to be taken if the issue is not resolved at this point. If the complaint is resolved it is still important to document what has happened. Finally, before your customers leave, thank them for bringing the problem to your attention and offer your personal service in the future.


SUMMARY 1. Recognise a potentially difficult situation 2. Deal with your own feelings first. Believe in yourself. 3. Deal with the customer's feelings before you try to solve the problem. 4. Put yourself in your customer's shoes. 5. Ask questions and listen to the answers. 6. Use supportive statements and maintain eye contact.

7. Suspend any judgements about the problem until you have all the facts . 8. Find out what the customer wants 9. Suggest alternatives 10. Find a solution 11. Follow up 12. When you can't fix a problem, take the customer to your line manager with your

suggestions for solution.

Remember Your objective when dealing with a customer's problem is to have a satisfied customer. Sometimes however we do come across customers who will not be satisfied whatever we do. If you have followed the guidelines and are certain you have done everything you could possibly do for that customer, learn from the experience and make sure you don't carry negative feelings around for the rest of the day. You did your best.


Finding a Positive Alternative

1. You're wrong 2. I don't know 3. Phone back later 4. That's not my problem 5. What you have to understand is 6. There's no need to get angry 7. There's nothing I can do 8. I'm sure no-one would have told you that 9. You can't do that


Assisting customers with special needs

In difficult situations it important to develop a range of skills which allow you to deal with a variety of people.

Barriers to effective

communication

Strategies to use

Children ▪ Lack of knowledge ▪ Fear ▪ Confusion ▪ Intimidation ▪ Lack of language skills ▪ Distractions ▪ Environment ▪ Lack of understanding.

▪ Develop an atmosphere of trust ▪ Allow the child to speak. ▪ LISTEN ▪ Do not lead the conversation ▪ Talk at a level the child can

understand ▪ Sit down with the child or at least

get down to their height. ▪ Be aware of distractions. ▪ Keep It Simple.

Adolescents

▪ Fear ▪ Lack of literacy skills ▪ Fear of retribution ▪ Substances ▪ Environment ▪ Self confidence ▪ Intimidation ▪ Need to fit it, look cool ▪ Lack of respect ▪ Anger ▪ Confusion

▪ Do not patronise ▪ Create an atmosphere of trust ▪ Prepare an appropriate

environment ▪ Listen for emotive words

The Elderly ▪ Poor vision ▪ Physical disability such as

deafness. ▪ Embarrassment ▪ Anger ▪ Confusion ▪ Short temper ▪ Disinterest ▪ Attitude

▪ Remain patient calm and respectful

▪ Do not patronise ▪ Check physical ability to

understand ▪ Give information in a calm and

professional manner ▪ LISTEN

Overseas Visitors

▪ Lack of knowledge ▪ Fear ▪ Confusion ▪ Cultural Differences ▪ Lack of language skills ▪ Anxiety ▪ Lack of understanding.

▪ Use appropriate eye contact ▪ Be aware of body language ▪ Reinforce verbal information with

written material ▪ Stay calm at all times ▪ Keep your sense of humour


Disabilities Disabilities come in many forms. There are general rules for dealing with these customers. It is essential to deal with each situation as it presents.

▪ Remain dignified and respectful. ▪ Keep your opinions to yourself. ▪ Do not assume disabled people

are less able to process information.

▪ Create an open and honest forum for communication.

Vision Impairment

People who have a visual impairment may need special assistance but it is important to realise that they can manage in a range of surprising situations.

▪ Use normal speaking voice, there is a tendency to shout.

▪ Face the person; make sure it is clear that you are addressing the person in front of you.

▪ Give specific information when giving directions.

▪ Introduce yourself and any others present.


Preparation for one on one face to face coaching with Jan Collins This is a one hour session Please hand this sheet to Jan at the conclusion of the workshop Name : Date of session: Time of session: Phone number: 3 priorities to discuss:

What would you like to achieve from this consultation

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