This course is for you staff who provide ‘front–of–house’ services, eg: reception staff, cleaners, caterers, technicians, departmental and first point of contact administrators, secretaries. (14-16 participants)
Overview: This workshop will provide participants with an understanding of customer care and confidence to deal effectively with angry, aggressive or frustrated individuals (ie. students, parents, colleagues and others, both within and outside UCL).
Anticipated learning outcomes:
By the end of the workshop, participants will be able to:
Meet customer needs and expectations
Present a positive front-line image
Communicate with customers effectively
Identify, notice and pre-empt aggression, bullying and unacceptable angry behaviour
Manage and de-escalate conflict face-to-face, via email and on the telephone
Move forward positively (create a ‘win win’ situation)
Refer unresolved issues or inappropriate behaviours (reference to UCL policies) to relevant colleagues
Make a real change in your working life, through continual professional development (CPD).
UCL management competencies addressed:
Demonstrates a commitment to (and promotes) equality and diversity ensuring UCL is an inclusive environment in which individuals are respected and unacceptable behaviours challenged
Manages self and others in accordance with UCL policies and contributes to policy development as appropriate
Manages relationships with sponsors/funding bodies/collaborators/other faculties or other teams to deliver results