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Analytics: Putting It All to Work

GK# 2825

Course Overview


Communicating effectively with both internal and external customers is an essential skill for IT professionals. Having good technical skills is only half of what you need; the other half is having the skills to gain customer satisfaction, understanding, and cooperation. In this 2-day course, you will learn methods for effective communication whether you are talking to customers to gather requirements, solve problems, or present solutions.In the IT field we recognize the importance of customer communication, but putting out those technical fires usually takes precedence. How we demonstrate our technical expertise, while maintaining professional and harmonious contact with both internal and external customers, is a big challenge. This class will shift your perspective on end-users. Learning these new techniques will convert your complaining customers into cooperative colleagues. In addition, you will learn how to express your ideas and solutions for the workplace in a way that is understood, embraced, and even cheered!

According to the IABC Research Foundation and Watson Wyatt Worldwide survey:

  • Over the past 4 years, companies identifying communication skills as a core employee competency had an 18% greater shareholder return.
  • Companies that have communication skills as promotion criteria had a 24% greater shareholder return over the past 4 years.
  • Over the past 5 years, companies identifying and committing to professional communication as a program to help ensure organizational success have a 16% greater shareholder return

Attendees of Global Knowledge's Professional Skills courses qualify for PDUs issued by the Project Management Institute (PMIĀ®). Professional Development Units (PDUs) may be earned by attending educational programs offered by educational organizations registered with PMI and designated as PMI Registered Education Providers (REP). Global Knowledge is recognized by PMI as an REP and adheres to the quality criteria established by PMI.


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What You'll Learn

  • Properly set and understand customer expectations
  • Establish rapport and trust with customers so they become your allies, not adversaries
  • Translate technical jargon for non-technical customers
  • Recognize cultural differences that may impact communication
  • Handle difficult customers (angry, frustrated, rambling, clueless, distraught, confused)
  • Persuade customers to your viewpoint
  • Take care of yourself when faced with difficult customers
  • Control project progress, control change, and control project quality even in the face of unexpected changes
  • Present plans to management in an effective way so proper expectations are set and buy-in occurs

Who Should Attend

  • Business analysts
  • Senior data analysts
  • Quantitative analysts
  • Data miners
  • Senior CRM analysts
  • Marketing analysts
  • Risk analysts
  • Analytical model developers
  • Online marketers
  • Marketing modelers in the banking, finance, insurance, Telco, online retailers, advertising, and the pharmaceutical industries
Course Delivery
Request this course in a different delivery format.