Successful Communication Skills

"Communicate assertively & confidently to improve working relations"

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. They will also learn the importance of identifying and working with different styles of communication in order to influence customers.

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.


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
  • Become aware of the barriers of communication and how to overcome them
  • Identify a personal communication style and how best to adapt to others
  • Learn to recognise different communication styles and work effectively with each
  • Present a professional image, create a powerful presence and portray the right attitude
  • Apply the 6 steps in develop the customer relationship and build rapport
  • 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
  • Become more assertive in asking the right questions and in obtaining client feedback
  • Understand the power of body language for communicating with customers
  • Learn to get on the customers side and make the connection in order to influence people
  • Deal with large groups of people calmly and professionally using effective eye contact
  • 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
  • Identity a personal communication style and how best to work with
  • Work with different communication styles and get the best out of each
  • 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 and create a powerful presence
  • Deal with large numbers of people confidently using effective eye contact
  • The art of persuasion - get on the customers side to influence and make a connection
  • Assertive behaviour  – the appropriate behaviour for interacting with customers even under pressure
  • Build trust with customers through more personalised communications

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.

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