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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]