Influencing for Results (14 hrs)

Course Code: CX-IFRE-03

This course will equip participants with the necessary skills to influence their internal and external customers to create a win-win situation. They will learn how to identify the different personality profiles and use the appropriate influencing approach.

Participants will also be involved in role plays to apply the skills taught during the course and feedback for the role plays will be given to build their influencing skills.

  • Understanding the process of Influencing and its critical factors
  • Recognising their own personality types and identifying strategies to influence different personality types
  • Understanding and practising a range of influencing strategies and skills and recognising the situations in which to use them

Understanding the 4 Principles of Influence and how they affect the influencing process

Understanding Different Personality Types

  • Recognising own personality type
  • Guidelines and tips on how to recognise different Personality Types
  • Recognising appropriate Influencing Approaches for each type

The Framework for Influencing

  • Definition of Influence
  • Different Influencing Approaches

Communication Filters

  • Understand Communication Styles
  • How filters affect communication

The Involving Approach

  • Characteristics and components of the Involving Approach
  • Identify the concerns and learn the skills of gaining agreement and commitment

The Enthusing Approach

  • Characteristics of the Enthusing Approach
  • Learn the Enthusing tools and techniques

The Reasoning Approach

  • Characteristics of the Reasoning Approach
  • Tips on identifying and offering benefits
  • Objection Breakers: Adopt framework for handling objections

The Asserting Approach

  • Definition and importance of assertive behaviour
  • Differentiation between aggressive, passive and assertive behaviour
  • Verbal and Non-verbal cues of assertiveness
  • Types of assertiveness

Participants will learn through role plays, video presentations, and group exercises.

This course is suitable for service staff from various industries and backroom staff with functional responsibility working with internal customers to provide service excellence.

Duration : 2 days (14 hrs)
Time : 9:00am to 5:00pm

Course Fee : $500.00
Nett Fee Incl. 7% GST : $535.00

Key Benefits
  • Understanding the process of Influencing and its critical factors
  • Recognising their own personality types and identifying strategies to influence different personality types
  • Understanding and practising a range of influencing strategies and skills and recognising the situations in which to use them
Course Contents

Understanding the 4 Principles of Influence and how they affect the influencing process

Understanding Different Personality Types

  • Recognising own personality type
  • Guidelines and tips on how to recognise different Personality Types
  • Recognising appropriate Influencing Approaches for each type

The Framework for Influencing

  • Definition of Influence
  • Different Influencing Approaches

Communication Filters

  • Understand Communication Styles
  • How filters affect communication

The Involving Approach

  • Characteristics and components of the Involving Approach
  • Identify the concerns and learn the skills of gaining agreement and commitment

The Enthusing Approach

  • Characteristics of the Enthusing Approach
  • Learn the Enthusing tools and techniques

The Reasoning Approach

  • Characteristics of the Reasoning Approach
  • Tips on identifying and offering benefits
  • Objection Breakers: Adopt framework for handling objections

The Asserting Approach

  • Definition and importance of assertive behaviour
  • Differentiation between aggressive, passive and assertive behaviour
  • Verbal and Non-verbal cues of assertiveness
  • Types of assertiveness
Learning Methodology

Participants will learn through role plays, video presentations, and group exercises.

Who Should Attend

This course is suitable for service staff from various industries and backroom staff with functional responsibility working with internal customers to provide service excellence.

Course Details

Duration : 2 days (14 hrs)
Time : 9:00am to 5:00pm

Course Fee : $500.00
Nett Fee Incl. 7% GST : $535.00

Course Application

Details Registration
November 2, 2020 - November 3, 2020 (9:00 am - 5:00 pm) Closed
April 19, 2021 - April 20, 2021 (9:00 am - 5:00 pm) Register Now
October 18, 2021 - October 19, 2021 (9:00 am - 5:00 pm) Register Now