Connected to your customer

Customer oriented behaviour


Let’s face it : your customer is the reason your company exists. More than anything, customer orientation is an attitude that lives within every member of an organisation, including within those that aren’t in direct contact with the end-customer.

Technical staff who speak the language of the (internal) customer ? Binding the customer, even when you’re not part of the sales team ? With the right attitude and with these techniques it is possible.

Customer oriented attitude

A company culture with the customer’s interest at heart is essential for any company.
How can you stimulate this attitude ? And how do you learn to behave so that your customers feel it ?

  • Discover the customer within you.
  • The ideal customer : customer persona.
  • Customers : the focus of our mission
  • The ‘Engagement Business Game’.

Communicate with the customer

Learn to communicate in a way that turns any written or oral contact into an opportunity to bind your customer. Learn how to turn a difficult conversation into an opportunity to delight the customer.

  • Insights Discovery®
  • Active listening
  • Adapt your communication style to the customer
  • DESC and non-violent communication
  • Dealing with conflicts in a constructive way

Customer orientation as the way to success

When you get in touch with a customer, your attitude and behaviour can lead to better sales numbers, even when you are not a ‘sales person’. In reality, this is a challenge for many employees. With the following components you can build a module that teaches them to act and behave the right way.

Customer orientation as the way to success

  • Who is my customer
  • How do I contribute to my company’s success ?
  • Customer friendly and results oriented communication
  • Direct influencing.

Connected to your organisation

Inspirational leadership


70% of the engagement level of employees is determined by their direct manager. If you want to be a good manager today, you also need to be coach, inspirator, leader, motivator and mentor. That’s a big role to play ! Can you learn the skills to be all that ?

We are convinced that it is possible. With the tools and techniques that we have in store for managers, you can make this a reality from day one. We offer building blocks that you can use separately or with which you can assemble a learning program made to measure.

the basics

Giving respectful and future oriented feedback, adapting your leadership style to a situation or a person … these are only a few of the basic skills that each manager needs to master.

  • Insights Discovery®
  • Situational leadership
  • Feedback using the DESC method and non-violent communication

autonomy and accountability

Experience how, through giving autonomy and accountability, you can get results without putting pressure

  • Steering on output
  • Active listening
  • Direct influencing

inspiration and motivation

Motivate your team members with a vision that reflects their own needs and ideas. Involve them to define an inspiring vision with these tools :

  • Team Purpose statement.
  • Vision Board
  • Team Manifest

Connection

Employees need to have a pleasant, meaningful relationship with each other and with their manager. Get a bigger connection in your team with these simple exercises.

  • Truth or lies ?
  • Milestones
  • Team Barometer
  • Powerful questions

agility

You expect your team to respond in an agile and creative way to the changes coming their way. They can come from customers or take place within your organisation. With these fun techniques you can turn even the most stubborn of employees into an agile co-worker. 

agility

  • Are you a cause of stress or energy ?
  • Reframing
  • The Fearless Journey Business Game
  • Impact of change : the button game

Download our free e-book “The new leadership“

connected to your team

Getting results together

In a high performing team, you take each other into account. All employees are equally engaged and aim for great quality. In such a team, roles and responsibility are flexible, actions that contribute to the group’s success are a priority and at the same time there is room for creativity and individual differences.

Indra Partners goes beyond the classical ‘team building’. We have developed tools and techniques for each of the 5 ingredients that are needed for a team to function well (Patrick Lencioni). With these ingredients, we create a recipe for success which is made to measure to your team and organisation.

Build trust

A team dynamic based on trust allows its members to hide their weak points : they dare to show vulnerability. These surprising and fun exercises get you started to created this dynamic.

  • Truth or lies
  • Milestones
  • Mirror cards

Involve everyone

Decision making and consensus mean that everyone is involved and that each team member endorses decisions – even when a particular decision doesn’t align with his or her personal opinions.

  • Applying participative techniques
  • Decision making through consensus
  • Values for our team

Dare to confront

Productive confrontations, aimed at the content and not at the person, make for improved decisions. To do so, good communication skills are essential.

  • Get to know yourself and others thanks to Insights Discovery
  • Feedback using the DESC method and non-violent communication

Commitment : be accountable

You can only address each other about results and behaviour if you have made clear agreements ahead of time. This prevents many conflicts and if they do arise, it enables you to resolve them without damaging the team collaboration.

  • The Team Manifest
  • Handling conflicts constructively

Getting result together

We teach you how, as a team, you can eliminate obstacles and how you can use the diversity in your team to get great results together.

Getting result together

  • The Fearless Journey business game
  • Go for results
  • Impact of change : the button game

Connected to your message

Effective communication

There is no such thing as ‘not communicating’. But communicating clearly and convincingly is not as easy as it seems. You need to make sure your message is comprehensible, you need to make a connection with the ones your are talking to, try to convince them, overcome objection…

We teach you how you can write a story that is compelling and how you can take others along in an authentic way. You learn how you can have impact on the person you are talking to and how you can stay true to yourself. You will see that it is possible to stay authentic and connected even despite signs of opposition.

give a clear structure to your message

With simple techniques you can turn any subject into a fascinating story – with or without slides.

  • The Pyramid principle
  • Everyone has an interesting story to tell
  • With or without tools ? Make the right choice !

convincing and influencing others

You want to mobilise people with your message. Learn the mechanics of convincing and influencing and learn to apply them to your advantage.

  • 6 principles of influencing
  • Wil you go for pull or push?
  • Direct influencing

Find your own communication style

Everyone has a preferred communication style. If you manage to adapt your style to your audience, you will find that people love to listen to you.

  • Different communication styles
  • Assertive and non-violent communication
  • Use your body language

Listening and responding

No matter how well you are prepared ; some reactions are sharp or unexpected. But you can turn opposition into involvement.

  • Active listening
  • The art of asking powerful questions
  • Recognising and reacting to resistance

Connect to your differences

Diversity & Inclusion

Research shows that diverse teams significantly outperform non-diverse teams if this aspect is well managed. Diversity brings creativity, innovation and a better connection to your customers. It also strengthens engagement.

Indra Partners can create a tailor made D&I program for you or help you accelerate the results of your existing program. 

Recognising and valuing differences

In most organisations you will find a variety of people who differ in regard to culture, sexual orientation, age, gender, … In workshops and through business games we make these difference and their influence on the collaboration in teams a topic that everyone can discuss.

  • Reveal your true colours : a board game about diversity in the workplace
  • ‘Value cards’ : an exercise about shared values
  • Hofstede’s cultural dimensions : where do we stand ?
  • Multiple generations in one team

From recognition to collaboration

Collaboration between people who come from a different background isn’t always easy.
You need mutual respect, good agreements, clear communication and skills to prevent and solve conflicts.

  • Making good agreements despite big differences
  • Intercultural communication
  • Diverse styles to manage conflicts
  • Measure and improve team efficiency

Diversity as an added value

When managed well, diversity can lead to more creativity, heightened innovation and stronger business results. However, managing diversity well is not possible unless you create a working environment where all team members feel how their own value and input is appreciated.

Diversity as an added value

  • Caring leadership
  • Connected through a Team Manifest
  • Insights Discovery® in a multicultural environment