Communication Skills

Overview

An ideal course for all employees to be able to understand and use the very latest communication techniques for maximum business success and to make best use of their time.

Objectives

  • Importance of communication
  • Latest techniques of communication
  • Understanding different types of employees and customers
  • Team management
  • Greeting customers
  • Getting on with work colleagues
  • Rapport
  • Reading eyes
  • The 6 handshakes
  • Body Language

Outcome

  • Increased sales
  • Increased profits
  • Employee engagement
  • Motivated employees
  • Better communication internally and externally
  • Time management

Who Should Attend?

All employees

Course Outline

  • Learning Pyramid
  • Course Objectives
  • What is Communication?
  • Why is Communication Important?
  • What is Effective Communication?
  • Key Goals of Communication
  • Communication Facts
  • NLP for Communication
  • Activity
  • Answering the Phone
  • Body Language
  • Conversational Hypnosis
  • Effective Listening
  • Eye Movements
  • Greeting Customers
  • Interlinking of Body and Mind
  • Common Mistakes
  • Mirror Imaging
  • Positive Attitude
  • Power of the Subconscious Mind
  • Rapport
  • 6 Handshakes
  • Thumb and Finger Techniques
  • VAK
  • Verbal Techniques
  • Voice Patterns
  • Important Points to Remember
  • Communication Skills
  • The 4 Basic Rules of Good Communication
  • Causes of Communication Failure
  • 11 Ways to Improve Your Conversational Skills
  • Listening, Questioning and Giving Feedback
  • How to Show you are Paying Attention
  • Skills of Persuasion
  • Team Meetings and Communication
  • Team Brainstorming
  • Making a Presentation
  • How to Make Small Talk and Keep the
  • Conversation Flowing
  • Communication Skills on Exhibition Stands
  • Effective Email Rules
  • Important Points to Remember
  • Communication Practices
  • What About Telephone or Voicemail?
  • Answering the Phone
  • Placing a Telephone Call
  • Take the Caller’s Name
  • Essentials of Telephone Etiquette
  • Practicing the Telephone Voice
  • During the Conversation – P.I.C.T.U.R.E!
  • 5 Phases of the Call
  • Facial Expressions
  • Dealing with ‘Genuinely’ Angry Callers
  • Phrases to Use
  • Phrases to Avoid
  • If You’re on the Phone and Another Call Comes in
  • Sign Language
  • Taking Other’s Calls
  • When you Finally Reach the Person
  • Concluding the Call
  • What About Face-to-Face Communication?
  • Practice First Impressions
  • Proxemics – Rules of Personal Distance
  • What About Emails?
  • Important Points to Remember
  • The Golden Rules of Time Management
  • Before you email or call, think about what you want to achieve
  • Block Out Social Media Time
  • Delegate Wherever You Can
  • Do Not Answer Emails Straight Away, Unless Imperative
  • Do Not Start Lots of Jobs Simultaneously
  • 80%/20% Rule
  • For Important Tasks, Allocate Time
  • For Internal Meetings, Allocate Specific Times
  • for Each Agenda Item
  • Handle a Piece of Paper Once
  • Isolate Yourself When Needed
  • Learn to Say “No”
  • Plan for Interruption Time
  • Plan Your Day the Night Before
  • Think Where you are Most Productive to
  • Undertake Important Tasks
  • Important Points to Remember
  • Dealing with Stress and Having a Great Work
  • Life Balance

Read more about C&P’s Corporate Training Courses