TRAINING OBJECTIVES
Communicate confidently, clearly and kindly with customers and stakeholders both inperson and virtually, through verbal and written communication
Create a lasting, positive impression and build sustainable professional and personal relationships
TARGET PARTICIPANT
Employees/ frontliners
TRAINING OUTLINE
EQ - foundation of great communication
The awareness of one’s own emotions
The ability to express one’s emotions appropriately
Activity: Johari’s Window
Work with ethics and integrity
Earn the trust for professional excellence
Understand the Customers (WHO)
Platinum Rule vs. Golden Rule
Keys to understanding what drives different people – build rapport
4 Core Personality Types
Strengths/ Weaknesses
Behaviour under stress
Adaptability
:: Business Communication Skills ::
17-5 & 19-5, The Boulevard, Mid Valley City
Lingkaran Syed Putra, 59200 Kuala Lumpur
From “Difficult” to “Different” Customers/ Colleagues
Hot buttons for each personality type - what upsets each type of customers most
Ways to connect & serve each type
Managing & motivating each type
Assessment & Personalized Reports
Clarify the Purpose (WHAT & WHY)
Engage / Build Rapport
Inform / Update
Instruct / Explain / Clarify
Making a Request
Asking for Feedback
Handling complaints
Communicate (HOW)
Power of Words
Using the right words to inform, influence & inspire
Barriers to communication
Avoiding Assumptions
Active Listening
Foundations of Listening – Self Awareness, Empathy & Humility
Active Listening
Questioning Techniques
Identify Issues
Getting More Information
Clarify Outcomes
Accountability
Modes of Communication:
In-Person Communication
Be Professional
Body language
Tone/Pitch
Time/ Place
:: Business Communication Skills ::
17-5 & 19-5, The Boulevard, Mid Valley City
Lingkaran Syed Putra, 59200 Kuala Lumpur
Written Communication
Writing is thinking on paper!
Structuring the message
Format and forms
7C of Communication - Context, Content, Clarity, Channels, Consistency (Congruency),
Credibility & Capability of Audience
Writing Styles for Emails
Email Etiquette – do’s and don’ts
Power of Influence
Cialdini’s six principles of influence: reciprocity, commitment, social proof, authority, liking, and scarcity
Avoid the pitfalls and traps of each principle
Identify and apply political strategies effectively
Transform resistance and inertia in others
Managing Conflict
Types of Conflicts
Assertiveness & Cooperation
5 Modes of Resolution
Evaluation
End of Program –
METHODOLOGY
Theory (30%) with discussions and presentations, audio-visual aids (10%) and experiential activities with guided learning (60%)
:: Business Communication Skills ::
17-5 & 19-5, The Boulevard, Mid Valley City
Lingkaran Syed Putra, 59200 Kuala Lumpur
Programme scope, delivery arrangements and suitability are confirmed during enquiry.