To enhance the ability of the attendees to communicate effectively with customers being able to manage and understand different and difficult personalities and ask the right questions to unhide customer needs.
Program Objectives
Communication Skills outlines Objectives To enhance the ability of the attendees to communicate effectively with customers being able to manage and understand different and difficult personalities and ask the right questions to unhide customer needs.
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Program Content
- What is communication
- The importance of communication
- The communication cycle
- Barriers of communication
- Criteria and examples of effective communicators
- Proper use of voice during dealing with people
- How to be a good listener
- The art of questioning and criteria of effective questions
- The importance of body language in effective communication
- Eyes: eye movements ,eye contact and blinking
- The ideal way to shake hand with people
- Body angle and its meaning
- How to project enthusiasm while dealing with others
- Non verbal signs of stress
- Interpreting other people body language lecture
- Examples of body language
- Final rules to improve body language
- Communication in tough situations and the best way to manage angry customer
- Managing different and difficult personalities
- Internal communications
- Communication test discussion and feedback
- Role-plays
- Conclusion
Excellent
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