Successful Communications Skills

“Communicate assertively and confidently to improve working relations”

Who Should Attend:

A practical and interactive one-day workshop, the course is designed for staff, who communicate daily with internal and external customers through by telephone, email or face to face – includes general staff in customer service, administration, reception, sales, accounts, order processing etc.

Overall Aim:

The aim of the workshop is to help participants learn the skills to communicate effectively in modern business, using verbal and non-verbal communications for improved working relations. Participants will develop a greater understanding of the importance of communicating effectively and assertively by presenting information in a clear and interesting way, use skilful questioning skills, enhance their listening skills and provide positive feedback.

Objectives:

After completing the workshop, each participant will be able to:

  • Apply highly developed communications skills for improved customer relations
  • Manage customer relations effectively through two way communications
  • Identify the most appropriate communications tools for interacting with customers
  • Present a professional image, create a powerful presence and portray the right attitude
  • vBecome more assertive in asking the right questions and in obtaining client feedback
  • Learn to really listen to customers and understand what they really need
  • Talk to customers in their own language - know what to say and how to say it
  • Apply the 6 steps in develop the customer relationship and build rapport
  • vUnderstand the influence of body language in communicating with customers
  • Deal with clients confidently and professionally on a face to face basis
  • Introduce themselves, make the connection and get on the customers side
  • Deal with large groups of people calmly and professionally using effective eye contact
  • Improve their efficiency and confidence on the telephone
  • Manage email as an effective communications tool to ensure customer satisfaction
  • Build trust with customers through more personalised communications
  • Apply adaptable skills to deal with difficult situations in a confident and competent manner

Workshop Content:

  • The essence of professional communications in business
  • Barriers to both verbal and non-verbal communication
  • Know your audience and understand their needs – choose the right option to communicate
  • The 6 keys steps to build rapport and develop customer relationships
  • Deliver great first impressions, manage the right attitude and talk in the customers language
  • Essential and active listening skills and the importance of showing empathy
  • Understand the customer’s needs - ask the right questions to meet expectations
  • Tone of voice – it’s not what we say, it’s how we say it
  • Communicate effectively with customers on a face to face basis
  • Understand the power of body language in communication
  • Create a powerful presence in the essential “meet and greet”
  • Deal with large numbers of people confidently using effective eye contact
  • vThe art of persuasion - get on the customers side by making a connection
  • Assertive behaviour – the appropriate behaviour for interacting with customers
  • Use the telephone effectively and professionally
  • Email etiquette – appropriate behaviour for interacting with customers
  • Manage customer complaints and difficult situations positively for on-going relations

Training method:

The training will take the form of a one–day workshop, with group discussions, exercises and feedback based on individual/group needs. Each participant will receive a workshop manual.