VIDEOS
The Power of Empathy
This video explains why and how empathy is one of the most powerful tools you can use to build productive relationships. It is fundamental to building collaboration. Learn if you are already demonstrating empathy effectively, how easy it is to stop doing it, how to be alerted to using it effectively and realise the benefits it brings.

Managing Information Effectively
This video provides an in-depth explanation of how we structure and manage information at different levels of detail and complexity. It covers how we communicate, including common causes of miscommunication, and what we can do to communicate more clearly depending on the person/group we are engaging with. It is aimed at structuring information as an individual when you are communicating with another.

Managing Complex Information
This video explains the ways in which we process information differently and how that can lead to miscommunication, even when we’re not aware of it. It describes the different levels at which we group information and how everybody works at different levels at any one time. It shows you a technique to analyse and describe a topic so that everyone in a group can contribute, can clearly follow, and can be engaged.

Managing Time and Scope

This video explains how people automatically prioritise different levels of scope and range of time and how that can cause confusion and conflict. For example, someone with a very immediate, detail focused approach will prioritise differently to someone with a long-term, broad vision. All focuses are important and cover one another’s blind spots. Learn how to use this technique with a group or team and how to explain a complex topic to others.

Phone Tones

In conversations with customers it is important to make a connection, so that you can exchange information appropriately, and maintain constructive emotions. Your voice is a fundamental tool to do this, especially when you are holding conversations on the phone. In this webinar, Jacqy Munro explains:

• How building rapport using your voice opens up the connection.
• How showing empathy is critical to creating constructive emotions.
• How structuring information well matters.
• How to change tone of voice for different purposes, and the effect each one has on the customer.

• A logical structure for understanding how to engage positive emotions.
• How to discover a customer's values and goals and why these matter.
• How to link what you are doing or providing for the customer to their values and goals.
• A four step process for ensuring that the interaction achieves a positive outcome that reinforces customer satisfaction.

ON THE JOB ACTIONS
Information
To ask good questions of a customer, or from someone who is interpreting customer requirements for you and telling you, read and/or watch Managing Information Effectively. Ask questions to gain information in appropriate ‘chunk sizes’. For example ask, “What is the purpose of this for the customer?”