Impression Management at the Customer- Organisation Interface
Description
Customers expect frontline employees to present a certain image and this usually means that the employee is expected to be cheerful, interested, concerned and friendly – or at least appear to be! It is unlikely that frontline employees will genuinely be able to meet these expectations at all times. This course shows you how to maintain that emotional front even when you don't really feel the emotions that you are expected to display. Dr Sandi Mann's book, Hiding What We Feel, Faking What We Don't, is available with this course.
This Business Training programme is delivered by Dr Mann at North West University. Dr Mann is the author of Hiding What We Feel, Faking What We Don't (Vega),Psycholo…
Frequently asked questions
There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.
Customers expect frontline employees to present a certain image and this usually means that the employee is expected to be cheerful, interested, concerned and friendly – or at least appear to be! It is unlikely that frontline employees will genuinely be able to meet these expectations at all times. This course shows you how to maintain that emotional front even when you don't really feel the emotions that you are expected to display. Dr Sandi Mann's book, Hiding What We Feel, Faking What We Don't, is available with this course.
This Business Training programme is delivered by Dr Mann at
North West University. Dr Mann is the author of Hiding What We
Feel, Faking What We Don't (Vega),Psychology Goes to Work(Purple
House), Managing Your Boss in a Week(Hodder and Stoughton) and
Anger Management in a Week (Hodder and Stoughton) See All
Publications.
Dr Mann is a regular contributor to various media outlets on topics
of work psychology (such as Radio 5's Breakfast Show, Radio 4's You
and Yours, BBC Working Lunch and Business Breakfast, The Guardian,
the Observer, Daily Mail etc), was for many years 'Dr Work' on the
Guardian's internet site and is a member of the Chartered Institute
of Management's Bullying in The Workplace Task Group. See Course
Reviews
Courses are offered onsite. Durations vary according to your exact
requirements but are usually delivered over a half day (from
£450)or full day (from £750).
Share your review
Do you have experience with this course? Submit your review and help other people make the right choice. As a thank you for your effort we will donate £1.- to Stichting Edukans.There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.