Practicing behaviour strategies in accordance with the "Critical Incident Technique" (CIT)
We all know this situation: Something has gone wrong, the work has not been effective. What is the right conduct now, how can we act in a customer-oriented manner? In this situation, it is important to do the right thing, since every contact with the customer contributes to shaping the company's image. In this workshop, participants will learn a technique used in human resource management, the so-called "Critical Incident Technique" (CIT). Based on this approach, they will practice customer-oriented and constructive behaviour in case of critical incidents. With the help of the CIT method, such incidents can be analysed, thus allowing us to derive the most effective behaviour strategies.
This increases your self-confidence in dealing with unexpected situations and incidents, since you will know what you can do to make the project a success and create customer satisfaction.