CSM Communication - Leading Successful Conversations

This course consists of 5 individual classes as follows:

Communicating to Build Trust - CSMs will understand how clear communication that results in mutual comprehension is vital for delivering a great customer experience. Methods include checking for comprehension, leading effective meetings and building trust. 

Engaging with Executives - The ins and outs of executive communication including how to get to the right level in an organization, what executives care about, and how to keep executives actively engaged. 

Leading with Questions - Learn the power of authentic curiosity as a core CSM skill to drive deeper understanding and relationships. Practice techniques such as active listening, open vs. closed questions, impact and value questions and following the thread.

Tackling a Difficult Situation - How to navigate conversations when things get difficult including accepting responsibility, pushing back politely and navigating highly charged situations where there are differences of opinions. Techniques for driving mutually beneficial outcomes. 

Communicating Across Cultures - How culture can impact global communication and business. A look at how different cultures approach context, leadership, decision making and hierarchy to help you manage global customers and teams more effectively.

These live, online, instructor-led classes are 60-minutes each and will be held once weekly, for 5 concurrent weeks. If you cannot make a class, you will be placed in the next offering of that session, which will be approximately one month later.