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DTSTART:20241023T193000Z
DTEND:20241023T203000Z
DTSTAMP:20241023T000000Z
SUMMARY:Unlocking Customer Satisfaction: The Role of Goal-Oriented Listening and Empathetic Communication to Improve Customer Interaction (PCI Webinar)
DESCRIPTION:\n\nThe Massachusetts Library System is pleased to announce 
 that we have contracted with PCI Webinars to provide our members with 
 access to their live webinars.  These webinars are free to MLS members who 
 register through our calendar. Please do not register directly with PCI. 
 Members who register directly with PCI are responsible for paying their 
 registration fee. \n\nPlease help us keep MLS sponsored training free for 
 all members. If you are unable to attend the live webinar\, please cancel 
 your registration. A cancellation link can be found in your confirmation 
 email\, or you may contact Sarah Donnelly at sdonnelly@masslibsystem.org to 
 cancel. \n\nBecause we are working with an outside vendor\, it is important 
 that you cancel your registration in the event that you are unable to 
 attend the live webinar.  A recording of the webinar will be available on 
 the PCI Webinars Niche Academy website about a week after the live webinar. 
  If you have any issues registering or signing into the PCI Webinars Niche 
 Academy website\, please let us know.  Please do not contact PCI Webinars 
 or Niche Academy directly about their live webinars or webinar 
 recordings.\n\n\n\n\n\n\n\n\n\n\nDescription\n\nWant to master the art of 
 exceptional customer service? This interactive workshop\, equips attendees 
 with essential communication techniques to navigate any customer 
 interaction. Based on the latest research in effective communication\, the 
 program equips attendees with goal-oriented listening techniques\, 
 diffusing techniques\, and empathetic communication. By applying these 
 communication techniques\, attendees will be able to build trust and 
 address concerns effectively.\n\n \n\nThis program is designed for anyone 
 who interacts directly with the public. Investing in these communication 
 skills will not only enhance the customer experience but also improve 
 efficiency and reduce conflict.\n\nLearning Outcomes\n\nAt the end of this 
 training\, attendees will be able to:\n\n \n\n\n	Define the key elements of 
 goal-oriented listening and diffusing statements.\n	Evaluate the 
 effectiveness of communication skills and identify areas for improvement in 
 customer service interactions.\n	Apply goal-oriented listening\, diffusing 
 statements\, and empathetic communication techniques to navigate customer 
 interactions.\n	Reflect on their current communication practices in 
 customer interactions to identify areas for improvement.\n\n\nPresenter\n\n 
 \n\nJordan Allen\, Ph.D\n\n \n\nAs an interpersonal and family 
 communication scholar\, Jordan Allen brings 10 years of teaching and 
 researching experience to help people improve communication in their daily 
 lives. Jordan has published research in several communication journals\, 
 including The Journal of Family Communication\, Communication Theory\, and 
 Communication Annals. She has also contributed chapters to books on a range 
 of interpersonal and family communication topics\, including research 
 methodologies\, interpersonal conflict\, family relationships\, and twin 
 communication\, to name a few.\n\n \n\nREGISTER\n\n\n\nJoin Meeting: 
 https://zoom.us/webinar/register/6517227123406/WN_ne2Ibx1CTwGilI1ADEYZzA
LOCATION:Webinar
ORGANIZER;CN="Sarah Donnelly":MAILTO:sdonnelly@masslibsystem.org
CATEGORIES:Vendor Webinar - PCI
CONTACT;CN="Sarah Donnelly":MAILTO:sdonnelly@masslibsystem.org
STATUS:CONFIRMED
UID:LibCal-12925853
URL:https://calendar.masslibsystem.org/event/12925853
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