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EXECUTIVE SUMMARY
- 3 day comprehensive program
- Designed for managers, supervisors and their employees
- Provides an extensive guide to successfully enhance customer service skills as well as office and home inter-personal skills
- Improves communication and listening skills
- Participants will be able to effectively facilitate information delivery sessions with customers, management, peers and family members, both verbally, non-verbally and in writing
- Assists participants to grow in their knowledge and skills from the written word to meeting facilitation and telephone skills
- Encompasses material from four other programs
- Like getting four classes in one!
COURSE OVERVIEW
This 3 day program is designed to provide managers, supervisors and their employees an extensive guide to successfully enhance their customer service skills by improving their communication and listening skills. At the end of this course, participants will be able to effectively facilitate information delivery sessions with customers, management and peers, both verbally, non-verbally and in writing. This program allows the participant to grow in their knowledge and skills from the written word to meeting facilitation and telephone skills. Encompasses a great deal of material from four other programs. Like getting four classes in one!
COURSE BENEFITS
Our Successful Communication Skills Program helps people in your organization:
- Discover communication skills strengths & weaknesses
- Develop new skills for improved performance
- Improve customer service
- Reduce workplace miscommunications
- Improve verbal, non-verbal and written forms of communication
- Improve meeting efficiencies
- Improve telephonic communications
PROGRAM OBJECTIVES
Participants will:
- Understand the 6 messages of Communication
- Describe and overcome the Paradox of Communication
- Employ the Fundamental Factors of Communication
- Greatly increase listening skills
- Improve verbal, non-verbal and written communications
- Utilize the 5 Step Formula for Clear Communication
- Employ Correct Information Delivery Techniques
- Increase Meeting Facilitation Skills
- Become more Effective With Written Communication
- Become more Effective With Telephonic Communication
COURSE LENGTH AND LOCATION
This program is a three day course that can be broken down into 6 half day sessions in order to provide immediate utilization of information in the workplace. We can do the course at your location or at an off site conference facility.
PROGRAM TOPICS
Section 1 -- Overview of the Communication Process
Why Communication Skills Are Important
The 6 messages of Communication
The Paradox of Communication
The Three Components of Communication
Fundamental Factors of Communication
Conflict Communication
Section 2 - The Art of Effective Listentication!
Advantages of Active Listening
What Makes People Want to Listen to YOU?
Empathetic Listening
Hearing What You See
Listening With Your D.I.S.C Drive
Section 3 - Say What You Mean & Mean What You Say
What and How to Communicate
Active Communication Modes
Effective Verbal Skills
5 Step Formula for Clear Communication
The D.A.D System for Giving Direction and Orders
Section 4 - Information Delivery Techniques
The Basics of Information Delivery
Dealing with Customer complaints
Opening the Information Delivery Session
In the Middle of Conversation
- Verbal vs Non-Verbal Clues
- Developing Your Interpersonal Skills
- Information Facilitation Skills
The Effective Use of the Question & Answer Session
Managing the Information Delivery Session
Closing the Information Delivery Session
Section 5 -Communicating in Meetings
Meeting Facilitation Skills
Meeting Roles and Responsibilities
6 Steps to Successful Meetings
Meetings That Motivate
Section 6 - Effective Written Communication Skills
Communicating in Letters, Memos & Reports
Steps for Successful Message Receipt
Written Communication in 3 Easy Steps
Word Power - Write Like You Speak
Business Jargon Pitfalls
Brevity in Business Writing
8 Steps to Make Writing Look Inviting
Editing Made Easy
Section 7 - Effective Communication by Telephone
The 3 Stages of the Telephone Conversation
6 Ways to Make Your Telephone Voice an Asset
4 Types of Telephone Calls
Controlling the Call
Active Listening Techniques
Handling Incoming Calls Effectively
Obtaining the Caller's Name
Taking Effective Telephone Messages
Handling Customer Complaints & Diffusing Anger
Words that Motivate and Words to Avoid
Call us at 254.290.3446 or email us to book this course.
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