This course is suitable for anyone responsible for communicating with customers in person or over the telephone.
- Communicate clearly and get their message across
- Encourage others to open up and speak freely with them
- Communicate confidently with people at all levels
- Cope with difficult communication situations
Understanding Communication – A chance for you to establish your view of what communication means and perhaps more importantly, what this means to them.
Communication Styles – You will explore your own communication styles and establish the positive and negative aspects of these preferences and what that means when communicating.
Communication Attitude – Reviewing the aspects of communication attitudes that can be portrayed – aggressive, assertive, passive and passive aggressive.
Communicate Confidently – Focusing on what makes people confident communicators, understanding what their own communication strengths are and acknowledging when to apply them.
Active Listening – Identifying the benefits of active listening and practicing the skill with colleagues.
Clarifying and Questioning – A review of the different types of questioning and clarifying that can be used. Understanding the purpose of alternative questioning approaches, applying them to different scenarios and explaining how and why they are used.
Non-Verbal communication – Establishing the impact of non-verbal communication. How to read it and how to improve their own. This includes, facial expressions, body language, gestures, personal space and touching.
Getting Your Message Across – Helping to ensure others understand you, what makes communication become confused and how to use the ‘headline’ approach to structure an effective message. Looking at what they say, how they say it and focusing on the needs of the person receiving the message. The section closes with a look at how to invite questions and feedback.
Difficult Communication – A provision of clear guidelines and advice on what to do when communication does not go smoothly, how to manage criticism and give criticism whilst remaining constructive and positive.
Putting it all into Practice – A chance to develop and practice the skills of communication whilst further exploring three key topics of communication…
How to Persuade and Influence Others
Giving Advice and Information
Giving Positive Feedback
*Fully Funded – please contact Best Training to find out how to apply for funding.