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Insights into Winning Customers

Thursday 7 September 2017 – 7:30 am to 9:00 am

All businesses, however unique their products or services might be, have a common core need: understanding their customers and leading their customers’ decision-making process into a sale.

Even in our times of unprecedented intense technological change, what hasn’t changed – and will likely never change – is that customers are people, and therefore one of the greatest challenges – and opportunities! – for businesses remains: understanding people.

“If you don’t understand people you don’t understand business”

– Simon Sinek

This workshop is suited to all professionals who are seeking to improve their customer service and sales capabilities. You will learn skills which are useful – and even essential – in any role: in any task you undertake and which requires a minimum of human interaction, you will have customers: your manager, your staff, your peers, your clients.

By the end of the workshop you will have gained insights into:

  • How customers process information and make decisions
  • Verbal as well as non-verbal communication cues
  • Your customer’s perspective and experience
  • How to build trust and rapport quickly and effectively with your customers

The workshop draws from established coaching methodologies, including Neuro Linguistic Programming (NLP). The workshop’s experiential and interactive nature is designed to maximise your learning outcomes.



Dr. Sonia Fortuna
After an extensive career in engineering (consulting as well as research), in Europe, USA and Australia, Dr. Sonia Fortuna developed a passion for business development and sales. She has always been passionate about change, diversity and innovation. She moved into management consulting when she realised that communication and collaboration between and within teams are the real challenge for firms who want to thrive in the future. She believes that leadership is everyone’s responsibility and that for a business to remain relevant and competitive, individuals and teams must adopt a proactive approach to continuous learning, leaders must seek transformational change in themselves first – then in the organisation as a system – and only holistic and experiential interventions involving all staff can be effective in the long term. Sonia is a professional NLP practitioner; she is an Associated Certified Coach (ACC) with the International Coach Federation (ICF); and she has coached from graduates to senior executives, from a variety of sectors.


Thursday 7 September 2017
7:30 am to 9:00 am


Canberra Business Chamber
02 6247 4199