Effective Communication Skills

Upcoming Effective Communication Courses in London

16 February 2018      *       12 July 2018

This course is also available as an in-house workshop


Course Overview

This one day interactive workshop covers many aspects of Effective Communication Skills including;

Customer Service and Communications

During this lesson students will:

• Study the impact of communications on the customer experience

• Review the importance of having a good service attitude and the characteristics and skill required to achieve it

• Discuss the importance of meeting commitments and delivering service excellence

• Recognise the value, importance, and benefits of effective customer relationship management

• Study the importance of cultural awareness and sensitivity in service and support environments

Effective Communication Skills and Competencies

During this lesson we will:

• Learn about the importance of effective communication and listening skills

• Recognize the difference techniques to use for face-to-face, telephone and written communication

• Discover the value of good questioning skills, and the different types of questions that we ask

• Identify ways to ensure your communications and your calls are effective and managed

• Learn about the importance of getting it right when you write

Communication and Conflict Management

During this lesson we will:

• Learn about empathy and how it should be used

• Examine assertiveness, confidence and emotional intelligence

• Recognise the importance of having effective conflict management and resolution skills

• Identify how to deal with challenging situations

• Review the importance of effective negotiation

• Recognise the importance of being confident

Teamwork and Communication

During this lesson we will:

• Examine the importance of teamwork in a service environment

• Examine the importance of developing good relationships with colleagues

• Recognise the value and benefits of developing effective relationships with other teams

Learning Outcomes
On completion of this course you will be able to:
• Demonstrate the communication skills required to fulfil the service and support role effectively

• Explain how to better identify customers’ needs and motivations

• Demonstrate the skills for handling difficult situations

• Recognise the impact of communication on teamwork and building effective working relationships

Effective-Communication-Skills-BrochurejpgDownload Effective Communication Skills Leaflet

 

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