Who should attend

This course is aimed at administrative, supervisory or managerial staff who have longer term customer interactions and relationships to manage.


By the end of the course you will be able to:

  • Identify the key members in the service delivery chain that you are a part of
  • Review your current approach to managing these relationships and considered a range of actions to develop them
  • Identify different modes of communication and alter your own style to improve your effectiveness, including the management of expectations
  • Understand the Thomas Kilman conflict handling model and be able to name the five styles of conflict management along with their usefulness and drawbacks, allowing you to consciously choose the most effective style
  • Structure conversations that allow you to manage expectations