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August 2nd
Handling Customer Complaints without Taking Things Personally
Handling Customer Complaints without Taking Things Personally
Co-Sponsored by the Special Libraries Association: Cincinnati Chapter
Wednesday, May 7th, 2008
2:00 p.m. - 3:30 p.m.
SWON Libraries Office
As chief communications strategist for the Special Libraries Association, Tom Calcagni is responsible for developing, implementing and directing SLA’s strategic messaging, communication and branding strategies.
He recently served as the most senior public relations executive at the national office of the American Automobile Association (AAA), where he was responsible for strategic and crisis communications involving national print and broadcast news media for one of North America’s most recognized and respected consumer brands.
Calcagni also served two United States Senators as director of communications and has held senior executive positions at public and private corporations, as well as at public relations firms in Washington, D.C. and Seattle, Washington.
He also is an award-winning television reporter and anchor, media coach and author of the forthcoming book, Tough Questions - Good Answers: Taking Control of Any Interview published by Capital Books.
Calcagni graduated with a B.A. from Middlebury College and an M.S.J from Northwestern's Medill School of Journalism.
www.calcagnimediacoaching.com
To purchase Tom's publication,"Tough Questions -- Good Answers: Taking Control of Any Interview (2007)," check it out in SLA online marketplace.
PLEASE NOTE: THIS PROGRAM IS DELIVERED THROUGH WEB CONFERENCING TO THE SWON LIBRARIES OFFICE.
What would you give to go into any presentation, review, or sales call knowing you could handle any question thrown at you? This online course will teach you how using Tom Calcagni’s “What-Why-How” technique for high-stakes presentations and interviews. Through this system for delivering personal and professional messages, participants will develop the ability and confidence to craft results-driven answers to any type of question and to ensure the ideas they want to express are heard.
The course is taught by SLA’s chief communications strategist and author of Tough Questions – Good Answers: Taking Control of Any Interview (Capital Books). The techniques discussed in this course will help participants become more effective at communicating the importance of their roles and their profession to their employers, colleagues, or the public. Participants will learn how to develop strong messages they can use every day and how they can play a role in answering even the toughest questions.
Participants also will learn a technique for developing strong personal and professional messages and for answering all types of questions. Messages can be used for everything from preparing for formal business presentations to creating high-impact marketing materials, and can be extremely helpful when answering tough questions. Attendees will learn how to identify tricky question types and how to respond to them effectively using an easy-to-learn technique called “Message Bridging.”
No special training or preparation is necessary for this online course except a strong interest in becoming a better communicator and a desire to learn how to take control of any question asked.