TRU is committed to providing service excellence by being open, collaborative and empowering in support of the success, well-being and belonging of all members of the TRU community.
Session 3: Collaborative
Learn how to avoid bounce, to triage effectively and build institutional knowledge. The service exchange will be explored in greater depth through animated discussion.
A new tool for triaging will be shared and practised. You will leave with an enhanced ability to work through busy times.
Session 4: Empowering
This session looks at seeking solutions, fostering curiosity and inspiring confidence. You will be introduced to, and engage in the conversation cycle.
Handling difficult and/or escalating service conversations will be explored and practical tools will be shared.
The principles of critical thinking and active listening will be analyzed, exploring both challenges and potential solutions.