Seminar: Dialogue training for staff providing a live chat service

Achieve a positive effect for your company by means of clear, purposeful and succinct wording.

Companies now make full use of the internet as a means of communication. The live chat has become one of the fastest and most important services in direct dialogue with customers. Participants find out in this seminar what basic rules and expressions apply for a professional and successful live chat. They learn how to achieve a positive effect for their company by means of clear, purposeful and succinct wording.

Seminar objectives: Participants learn how to engage positively in a live chat service, actively steering the other person through the conversation. Voice and expression exercises enable participants to convey self-confidence and expertise. They learn how to remain in control in difficult situations.

Duration: 1 – 2 days, e.g. 9:00am – 5:00pm

Content

The eight basic principles to follow for a contemporary live chat service style
What no longer works: obsolete, wrong, superfluous or clumsy expressions are replaced with flawless, contemporary ones
Clear, targeted and precise formulations: drafting letters that are correctly and comprehensibly structured
Sensible structuring and the best possible line of argument
Primary and secondary purpose of the customer letter: choose positive, respectful wording which is not patronising
If necessary: create sample templates for commonly used texts
Write with formal precision: be familiar with and apply the guidelines and norms for correspondence
Optimise templates written by participants

Handbook, quick reference cards and seminar service

Detailed seminar handbook and handouts with exercises
A5 quick reference cards as a brief summary
Supplementary material and photographic minutes by email
Support after the seminar: simply by email or using the Knowledge Blog – participants are welcome to ask questions and request tips after the seminar

Your communication skills trainer:

Cameron Paul. Communication Skills Trainer and Coach. Cameron Paul studied German, French and Japanese in New Zealand, during his Master’s degree he specialised in translation into his native language, English. After completing his certification in the training of English as a foreign language, he worked in New Zealand, Japan, France and England as a trainer, finally settling to work for companies in Munich as an English trainer and translator.

For more than twenty years Cameron has worked freelance in and around Munich both as a trainer of individuals and groups and as a translator of training materials, manuals and various published books. His fields of experience include the automotive industry (technical and managerial development), the chemistry industry (diagnostics, biochemistry and silicone technologies), lighting and electronic technologies, software development for security systems, psychiatry and psychotherapy, white water training, guiding and safety.

Qualifications: Bachelor’s degree in German, French and Japanese, Master’s degree French Literature and Translation, Various further qualifications in the field of training, group dynamics and personal development
Training languages: English, German, French