Impression Management at the Customer- Organisation Interface

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Impression Management at the Customer- Organisation Interface

Melton IT Services Ltd
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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…

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Didn't find what you were looking for? See also: Anger Management, Psychology, Psychology of Learning, Work and Life Balance, and Assertiveness.

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).

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There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.