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Practical Guide to Navigating Professional Relationships

Approx. 20 hours to complete

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Course Summary

This course teaches professional communication skills for sales professionals. It covers topics such as building rapport, active listening, and dealing with difficult customers.

Key Learning Points

Learn how to build rapport with customers
Improve your active listening skills
Develop strategies for dealing with difficult customers

Learning Outcomes

Develop effective communication skills for sales
Build better relationships with customers
Improve your ability to handle difficult situations

Prerequisites or good to have knowledge before taking this course

Basic knowledge of sales
Access to a computer and the internet

Course Difficulty Level

Intermediate

Course Format

Online self-paced course
Video lectures
Quizzes and assignments

Similar Courses

Sales Training: Practical Sales Techniques
Sales Strategies: Mastering the Selling Process

Related Education Paths

Related Books

Description

This is Course 5 in the Salesforce Sales Development Representative Professional Certificate. In order to successfully complete the course, please ensure you have taken Course 1: Groundwork for Success in Sales Development, Course 2: Foundations for Interviewing with Confidence, 3: Conversational Selling Playbook for SDRs, and 4: Boosting Productivity through the Tech Stack.

In this course, you’ll develop ‘power’ skills that are often overlooked but can actually determine success in your role. As tech industry professionals, we often get trained on how to do the technical work but not on how to give and receive feedback, communicate effectively, present ourselves professionally, and manage relationships. These human-centered skills make all the difference when you are being considered for a promotion within your company or applying for an exciting role at another company. By taking this course, you’ll gain foundational knowledge and skills to crush it as a top-performing SDR and beyond. By the end of the course, you will be able to: - Build an empathetic approach to communication that highlights your professional demeanor - Produce a message with confidence and clarity in order to achieve results - Develop a clear understanding for implementing specific written communication styles in varying scenarios - Cultivate an understanding of diverse opinions and multiple perspectives in the workplace - Compose a three-month plan to implement feedback, optimize learning, and successfully ramp up your career To be successful in this course, you should have: - An ability to communicate in verbal and written form in a way that is accessible and understandable by a general audience (you don’t need to be formal or refined) - Baseline computer literacy (you must be able to use a word processor, web search, and email) - Familiarity with social media, including LinkedIn - Ability and willingness to learn new technology tools - Motivation to grow personally and professionally - Hunger for feedback and coaching - Successfully completed the previous courses in this training

Outline

Prioritize Professional and Empathetic Communication
Practical Guide to Navigating Professional Relationships
Course Introduction
Instructor Introduction Video
Introduction to the Mock Company
Introduction to Professionalism in the Startup World
Creating the Personal Brand of a Top Performer
Speaking to Value
Communicating with Your Manager
Communicating Effectively with Teammates
Working with Your Account Executive
SV Academy Ambassadors: How to Crush Call Blitzes
SV Academy Ambassadors: Navigating the SDR/AE Relationship
SV Academy Ambassadors: Excelling as a Team Lead
Communicating Effectively with Prospects and Customers
Review: Prioritize Professional and Empathetic Communication
Syllabus
Personal Branding: 4 Steps to Finding the "Real You"
Professionalism in the Workplace
Fred Kofman on Victim Mentality
Leading with Warmth
Focusing on the Customer
Practice Quiz - Communicating Effectively with Managers
Practice Quiz - Communicating Effectively with Teammates
Graded Quiz - Prioritizing Professional and Empathetic Communication

Speak With Confidence and Clarity
Mastering the Conversational Approach
Exuding Energy and Enthusiasm
How to Introduce Yourself
Driving Results through Active Listening
Delivering the Message with Skill
Review: Speak with Confidence and Clarity
How to Converse Authentically
Operating from a Place of Enthusiasm
Amy Cuddy on Body Language
5 Ways to Listen Better
Barriers to Listening
How to Mirror in Conversation
Practice Quiz - Mastering the Conversational Approach
Practice Quiz - Exuding Energy and Enthusiasm
Driving Results through Active Listening
Practice Quiz - Delivering the Message with Skill
Graded Quiz - Speaking with Confidence and Clarity

Empathize and Challenge in Written Communication
Introduction to the PACE Framework in Business Writing
PACE Email Prospecting: Conversational Selling through Written Communication
Starting with Key Messages and Action Items
Focusing on Concision and Clarity
Following Up with Ease
Strategies for Effective Meeting Follow-Up for SDRs
Review: Empathize and Challenge in Written Communication
Peer Review Instructions and Sample
Writing Emails that Get Results
Playbook: Business Writing
Maximizing the PACE Framework in Business Writing
Practice Quiz - Building Accountability in the Workplace
Practice Quiz - Focusing on Clarity and Concision

Hone Your Cultural Competency Skills in the Workplace
Getting Results through Diverse Perspectives
Cultivating Diversity and Cultural Competency - Part 1
Cultivating Diversity and Cultural Competency - Part 2
Tapping into Multiple Points of View
Strategies for Empathizing with the Opposite Point of View
Communicating Across Differences
How to Find Common Language in a Team
Review: Hone Your Cultural Competency Skills in the Workplace
Peer Review Instructions and Sample
The Strength of Diversity
Practice Quiz - Getting Results through Diverse Perspectives
Practice Quiz - Tapping into Multiple Points of View

Accelerate Learning in the First 30-60-90 Days of Work
What to Expect in the First 3 Months as an SDR
SV Academy Ambassadors: Springboarding Your Career with Effort and Enthusiasm
SV Academy Ambassadors: Building an SDR-Specific 30-60-90 Plan
Tips for Managing and Coaching Yourself When Needed
Mobilizing Your Support System
Strategies for Building Your Support System at Work
What Does It Mean to Be Coachable?
Taking Risks and Optimizing Learnings
Review: Accelerate Learning in the First 30-60-90 Days of Work
Review: Practical Guide to Navigating Professional Relationships
Peer Review Instructions and Sample
What Is a 30-60-90 Day Plan?
Take Your Networking to the Next Level
Playbook: Giving and Receiving Feedback
Downsides of Perfectionism
Smash Fear by Tim Ferriss
Understanding Sales Economics to Design Experiments
Practice Quiz - Ramping Up with Effort and Enthusiasm
Practice Quiz - Mobilizing Your Support System
Practice Quiz - Implementing Feedback Quickly
Practice Quiz - Taking Risks and Optimizing Learnings

Summary of User Reviews

Learn the essential professional communication skills for sales with this Coursera course. Students praise the practicality and real-world application of the course material.

Key Aspect Users Liked About This Course

Real-world application of course material

Pros from User Reviews

Practical and applicable course material
Engaging and knowledgeable instructors
Great value for the price
Opportunities for hands-on practice

Cons from User Reviews

Limited feedback from instructors
Some sections felt repetitive
Not enough emphasis on non-verbal communication
Lack of personalized attention to individual students
Course material may not be challenging enough for experienced sales professionals

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