this course is in 2 parts, namely Interpersonal Communication Skills & Telephone Skills. We are also able to weave in teambuilding elements should there be a requirement to do so.

A) Interpersonal Communication

This module is designed to empower professionals with communication strategies and interpersonal skills needed to get a point across tactfully and diplomatically.

Participants will discover expert techniques for exerting influence on the actions and attitudes of others, "how-to's" for communicating effectively and tactfully in a variety of tough situations, and strategies for putting an end to energy-draining feuds and infighting in your department.

And because we all make verbal blunders from time to time, you'll learn damage control techniques to help you get your foot out of your mouth gracefully - and save the day!
This workshop is guaranteed to help you communicate more powerfully, more diplomatically and more effectively - every time.

B) Telephone Skills

86% of the message your customers receive on the telephone is through the tone of voice of your service provider. 14% of that message is through the words they use. Service Essentials™ for Telephone develops acute tone of voice skills for your service providers. In addition, they will master techniques in managing the call, asking callers to hold, transferring calls, and taking messages. Anyone in your organization answering the phone will benefit from this program.
Make a winning first impression and maintain positive relationships! Your staff will acquire the fundamental skills of providing service on the telephone. Service Essentials™ for Telephone is a half-day program including the following topics.
Workshop Agenda

Part 1:
• How to Communicate with Influence
• Creating the Image of a Powerful Communicator
• Listening Skills that Can Double Your Communication Effectiveness
• Communicating with Tact in Difficult Situations-and with Difficult People
• How to Build Rapport, Strengthen Work Relationships and Achieve Respect
• Presentation Skills that Enhance Your Credibility
• Communicating to Persuade and Influence

Part 2:
• Use voice inflection to control the call.
• Handle irate or difficult callers.
• Use "positive" word choices.
• Use mirrored language techniques for greatest rapport.
• Make each caller feel good about your company.
• Handle multiple lines.
• Actually use body language while on the phone.
• Stay less stressed while on the phone.
• Listen "between the lines."

METHODOLOGY
Lectures, discussions and presentations.

who should attend
managers, supervisors, customer service staff and all staff that have contact with customers

duration: 14 hours

*program timing can be tailored to meet your requirements

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