Making Customer Services Safe and Better for Everyone
Skills and Tools to Successfully Deal with Challenging Situations

Wednesday 5 June, 9am - 10.30am
90 minute Online Workshop

Receptionists, Front of House and Customer Services serve a far broader mix of people and personalities then almost any other profession. And by far, most of our community members are pleasant, cooperative, and appreciative of our services.

A certain percentage, however, display behaviours which can be brought on from worry, fear, anger, denial, or anxiety – creating a difficult situation for all concerned. To successfully manage these uncomfortable and often unsafe situations, front line staff need special skills, and focused management strategies – if we are to interact with service users effectively and keep our workplace a safe for us to be and to feel good about.

The workshop’s focus is on real work dynamics, and its unique, hands on – what to do – training emphasis goes to the heart of addressing a topic that concerns every reception staff member.

Content

This unique 90-minute webinar provides training in developing the actual verbal, emotional and physical interpersonal skills we need to turn conflict into cooperation, and successfully deal with the most challenging types of people. In addition, we will explore how to create a happy, productive, efficient, and non-turbulent workplace, by improving our ability to set appropriate boundaries.

Who Should Attend

The online 90 minute training programme is aimed at all Receptionists, front of house and customer/client facing employees working in any sector.

Price

$157 per person inclusive of GST 
You will be sent the details to 'attend' this ZOOM meeting once you are registered.

Registration and Cancellation Details

Registration process
Payment online is by Debit or Credit Card: VISA, Mastercard or American Express only and there are 3 easy steps to complete the online booking process.

Upon hitting the blue "Complete Booking" button, you will receive an automated email confirming your registration and you will also be a sent in a separate email a Tax Invoice showing your booking as being paid in full by Credit Card. If you have any issues or questions about your booking, please contact Feona Horrex on 0272 040425 or email: feona@grow.co.nz

We work hard to ensure that all workshops are cost effective by automating our systems. If you require an invoice (rather than paying by debit or credit card) there will be a $25.00 inc GST surcharge for this, and you will need to supply:
The full name and postal address required to appear on the invoice.
The contact name and email of the person(s) responsible for authorising this expense and approving payment.
Any purchase order references required on vendor invoices.
Please email feona@grow.co.nz  if you would like to reserve a place, as our workshops fill quickly.


What happens if you have to cancel?
We know that sometimes your plans can change for many different reasons. Should you be unable to attend, a substitute delegate is welcome to attend at no extra cost. If a substitute delegate is not available and you need to cancel your registration, please be aware of the following:
Up to 7 days prior to the event you will be provided a refund of your registration cost, less a $20.00 inc GST per attendee service charge.
 
If you cancel within 7 days of the event, you are not eligible to receive a refund. Please note: should your registration not be paid by the time of the event, you are still liable to make the payment. Unpaid accounts may be passed over to our debt collection agency and additional costs may be incurred.
 
All cancellations must be received in writing via email.
 
Training is cancellable by GROW with 3 days’ notice if a minimum number of attendees is not met and full refunds will be provided.
 
Please note: GROW Ltd reserves the right to make any amendments that we may deem to be in the best interest of the forum – it is however very unlikely and we will notify you as soon as possible should this occur.
For more information see our full Terms of Trade.

What past delegates have said about the workshop

"The communication tips were useful, particularly using them inhouse".

"Was nice talking to other receptionists about their experiences".

"Loved breaking into groups and hearing how many organisations are handling very similar issues".

"It was really nice to meet and talk (briefly) to others who were in similar industry as ours. I don't know if that was just our breakout group or all of the attendees but it really helped having that common ground".

"Was presented in an interesting way, everyone loves a story or a situation they can relate to".

Edmond Otis, is a licensed psychotherapist and internationally known speaker and performance coach who works with professionals, businesses, public and private organisations, athletes, sport teams, and everyday people – to increase resilience, perform under pressure, facilitate change, and dramatically improve outcomes and results.

Edmond and his family moved to New Zealand in 2008. He was a senior lecturer in Health and Sport Science at the Eastern Institute of Technology (EIT) from then until 2023, and prior, a Senior Lecturer in Humanities, and Director of Martial Arts in Athletics, at the University of California, Riverside, where he was twice recipient of the University Distinguished Teaching Award.

Edmond is also a life-long practitioner, and internationally instructor in traditional karate. He has coached numerous individuals and teams to national (USA) and international championships and has personally developed many high-ranking instructors.

Edmond blends these distinctive skills and insights into his training and consulting style – teaching real skills, and creating dynamic content, effective strategies, and pragmatic solutions for today's most complex professional, personal and performance challenges.

“More than anything I’m most interested in the endless of ways that our thoughts, our emotions, our behaviours, and our relationships impact our performance, our health, our happiness, and our quality of life."

Further Details

This workshop will be delivered using ZOOM. Please familiarise yourself with ZOOM, it is very easy and free to use.

Watch this video on How to Join a ZOOM meeting: https://blogs.otago.ac.nz/zoom/how-to-join-a-zoom-meeting-step-by-step/

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CONTACT US

For further details, please contact:
Feona Horrex at feona@grow.co.nz or
Phone: 027 204 0425