Week 3 module. Static recreation of the learner-facing Brightspace content.
Face to Face session
Pre-session resources and instructions
Getting ready for your in-person session
Communication and phone basics
Our next session is held in person. This is a hands-on, practical session where you will practise handling real customer conversations with your classmates, so come ready to take part.
When and where
- Date: Friday 19th June
- Time: 11:00am AEST - 1:00PM AEST
- Location: 101 Building, Melbourne
What to bring
- Your session workbook (printed, or open on a device). We will use it throughout the session.
- Something to write with.
- A water bottle. It is a two-hour session with a lot of talking.
How to prepare
- Make sure you have completed the Week 1 self-paced module before you arrive. The in-person practice builds directly on it, so it will make much more sense if you have done the groundwork.
- Have a think beforehand about a difficult customer interaction you have had or seen. You do not have to share it, but it helps to come with real experience in mind.
What to expect
- You will work in pairs and small groups for most of the session.
- There will be role-play, where you take turns playing the staff member, the customer, and an observer. This can feel a little awkward at first, and that is completely normal. Everyone is in the same boat, and it is the best way to build the skill.
- There are no wrong answers in the activities. Getting things a bit wrong in practice is exactly how you learn to get them right on a real call.
A few things that help
- Arrive a few minutes early so we can start on time.
- Take part and speak up. The more you put in, the more you will get out of it.
- Be supportive of your classmates. We are all learning together.
See you there.