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"LISTENING IS KEY"

The PDF Versions - Communication

If you would like any of the courses in PDF format please click the files below.

Communication Skills

Commercial Awareness

Business Presentations

Customer Care

Communication Skills

Introduction

How do you see yourself?

What makes a good communicator

Use your voice more effectively

How to speak more confidently

Understand how the voice conveys meaning

How to develop a more expressive tone and use your voice to influence your listener

Generate confidence through body language

How to appear more approachable and confident

When to use the power of eye contact

How to be more in control of your body language

Present yourself more successfully

Creating an immediate impression

Using voice and body language to your advantage

Communication Styles

Your preferred style of communication

Identifying and how to be sensitive to others styles

How to enhance your message

Channels of Communication

How your voice can create confidence

The power of the written word

Using E-Mail professionally

Effective Listening

Barriers to listening

Listening to create rapport

Questioning techniques to aid understanding

COMMERCIAL AWARENESS

OUTLINE PROGRAMME

The skills, qualities and knowledge required by Support staff

a) Why Qualities are important in communicating
b) The skills needed to meet objectives
c) Why knowledge of the customer/business can make a difference

Communication Skills

a) Questioning Techniques
b) The art of listening
c) Non-verbal communication

Individual motivation

a) What motivates the Support Staff
b) What motivates your customer and how to use it

Different types of client personalities and how to handle them

a) Creating a strategy for interpersonal skills
b) How to recognise and handle people

Account development

a) Account Targeting
b) How to identify the real decision makers/ influencers
c) Prioritising your approach

Action Plans and Close

BUSINESS PRESENTATIONS

INTRODUCTION

If you have ever dreaded making presentations to groups of customers, colleagues, or to an audience of any kind, then this is the programme for you. Learn how to prepare, put across your message clearly and confidently. How to handle and motivate your listeners plus hold their interest. You will not eliminate your butterflies but at least you will have them flying in formation!

On this course participants will learn how to:

Set objectives

Persuade, motivate and inspire an audience

Structure a presentation

Open and close a presentation

Use visual aids

Use the voice to create effect

Deal with questions

Who should attend

This programme is suitable for both experienced and inexperienced speakers, as the techniques cater for both formal and informal occasions plus anyone who addresses small or large audiences.

Customer Care

Customer Care Programme

COURSE OBJECTIVES

This course aims to help all staff to feel more confident in selling themselves and to feel more positive about their role in presenting the right corporate image to all their customers.

The objectives of the workshop are -

To help you to identify and focus on the full range of roles and responsibilities within their job

To look at and define what makes a 'customer

how to communicate internally and present a focussed and consistent communication with the customer

To allow you to assess strengths within your customer handling style and to identify any areas for improvement

To develop skills and techniques for handling particularly difficult or angry customers

To show how they can help sales by showing customers the benefits of their products and services

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