An Infopeople Workshop - April-June 2009
Workshop Description - html
Workshop Materials
- Agenda - doc
- PowerPoint Presentation - ppt [582k]
- Exercises
- Ex. 1: A Difficult Encounter - doc [29k]
- Ex. 2: A Typical Customer Complaint Situation - doc [36k]
- Ex. 3: LEAPing Through Difficult Situations - doc [33k]
- Ex. 4: Gathering Information Before Seeking Solutions - doc [25k]
- Handouts
- Action Items - doc [20k]
- Using Customer-Friendly Language - doc [40k]
- Fight, Flight, or Build Respect - doc [40k]
- Potential Solutions for Repeating Problems - doc [40k]
- Problem Situation Practice - doc [29k]
- Using Leaps - doc [25k]
