Communication & Expectation Management for Support Staff
General context
Topics that will be addressed during this training are:
Professional communication: touch base
- Communication Types & Styles
- What’s your communication ‘style’?
- Do’s & don’ts in professional communication
Expectation management: The impact of asking questions
- What is expectation management
- Keystones in good customer communication
- Client requirements vs. Expectations
- Realigning customer expectations:
- Recognizing the signs of diverging expectations
- Re-managing customer expectations
Setting boundaries in your project management
- Feature creep: How to Handle changing client requirements and limiting excessive questions.
- What is the professional and customer benefit in a clear project scope.
- Handling objections
- How to set boundaries and handle negotiations
The in person half-a-day training will be followed by an online follow-up of 2 hours to recapitulate and discuss how what you learned could be implemented and if there were possible challenges.
For VIB support staff, lab technicians and admin.
- This training is only open for VIB participants and is free.
- Note that upon no show without valid justification a fee of € 100 will be charged and you will be blacklisted for the VIB training program for 1 year. Click here for more information.
Trainers
Barbara Baert
As a laboratory manager, Barbara soon discovered her passion for training and coaching. Her scientific studies taught her analytical thinking, but managing and guiding managers, employees and students trained her in the business world. 12 years of experience in people management, that's what makes your toolbox grow!
In 2021, however, Barbara opted for a career switch to professional company training and coaching. The focus included mentoring, sharpening professional soft skills, team operations and (self)leadership. and so she started B-management coaching & consulting (BMC).
As a professional skill set facilitator, she is always looking for new challenges with an emphasis on continuous improvement and broadening her horizon. She believes in goal-oriented professional transformation with a view to maintaining individuality and growing your own tools.
Helping others to step out of their comfort zone based on their own talent and strengths is one of her driving forces that she feels is essential for transforming managers and new, upcoming young potentials. She is an open-minded and disciplined professional with a quality-driven mindset.
Practical info
13 June 2023
Ghent - VIB/UGent FSVM II
Technologiepark 75
9052 Zwijnaarde
Belgium
13 June 2023
Ghent - VIB/UGent FSVM II
From Ghent Sint-Pieters station, you can take a bus to Technologiepark. Please check Routeplanner De Lijn for schedules.
13 June 2023
Ghent - VIB/UGent FSVM II
Looking for a custom cycling route? Try the online cycling route planner to easily and quickly identify the fastest, safest and/or most scenic route to any destination in Ghent.
Cycling route planner
Shared bicycles:
Several providers are active in the area.
Take a look at their platforms:
- Indigo Weel Pro app
- Bluebike
- DOTT
- BOLT eBikes
- Donkey Republic
There are also some public bicycle pumps at the park.
13 June 2023
Ghent - VIB/UGent FSVM II
There is only one entrance to Technologiepark. At the entrance, please take a ticket - Parking is only allowed in regular parking spots (for instance in front of the building) and in the parking tower. Parking alongside the roads or in other places where there is no regular parking is prohibited.
13 June 2023
Ghent - VIB/UGent FSVM II
Room L4