An Infopeople Workshop - April-June 2009

Workshop Description - html [2]

Workshop Materials

• Agenda - doc [3]
• PowerPoint Presentation - ppt [4] [582k]
• Exercises
  • Ex. 1: A Difficult Encounter - doc [5] [29k]
  • Ex. 2: A Typical Customer Complaint Situation - doc [6] [36k]
  • Ex. 3: LEAPing Through Difficult Situations - doc [7] [33k]
  • Ex. 4: Gathering Information Before Seeking Solutions - doc [8] [25k]
• Handouts
  • Action Items - doc [9] [20k]
  • Using Customer-Friendly Language - doc [10] [40k]
  • Fight, Flight, or Build Respect - doc [11] [40k]
  • Potential Solutions for Repeating Problems - doc [12] [40k]
  • Problem Situation Practice - doc [13] [29k]
  • Using Leaps - doc [14] [25k]