Course objective

Provides the attendees with specific practical tools to improve their communication of business problems to their support technicians and to their managers. Turns the vague desire of “we need to communicate better” into a step by step process that focuses on answering simple questions rather than having the anxiety of “how can I say this without getting struck by lightning”.

Who will benefit from this course

• Assembly workers and machine operators that their employers depend on to report problems.
• Maintenance and Field Service technicians needing to report their work back to the office.
• Account managers and applications engineers faced with upset customers demanding change.
• Customer service representatives handling issues that they will need to escalate.

Course syllabus

• Why do you need to complain.
• How do managers react to complaints.
• The basic principle – report facts, not emotions.
• What are emotions. What are not facts.
• What are facts.
• Why do you need to provide facts. Why can’t “they” figure it out themselves.
• Facts about situation.
• Facts about time.
• Facts about condition.
• Facts about process.
• Grouping facts into a report.
• How good reporting advances your career.