Talking, Speaking and Communicating ... Developing Successful Communication Skills in the Workplace and at Home

EXECUTIVE SUMMARY

• 3 day comprehensive program

• Designed for managers, supervisors and their employees

• Provides an extensive guide to successfully enhance customer service skills as well as office and home inter-personal skills

• Improves communication and listening skills

• Participants will be able to effectively facilitate information delivery sessions with customers, management, peers and family members, both verbally, non-verbally and in writing

• Assists participants to grow in their knowledge and skills from the written word to meeting facilitation and telephone skills

• Encompasses material from four other programs

• Like getting four classes in one!

COURSE OVERVIEW

This 3 day program is designed to provide managers, supervisors and their employees an extensive guide to successfully enhance their customer service skills by improving their communication and listening skills. At the end of this course, participants will be able to effectively facilitate information delivery sessions with customers, management and peers, both verbally, non-verbally and in writing. This program allows the participant to grow in their knowledge and skills from the written word to meeting facilitation and telephone skills. Encompasses a great deal of material from four other programs. Like getting four classes in one!

COURSE BENEFITS

Our Successful Communication Skills Program helps people in your organization:

• Discover communication skills strengths & weaknesses
• Develop new skills for improved performance
• Improve customer service
• Reduce workplace miscommunications
• Improve verbal, non-verbal and written forms of communication
• Improve meeting efficiencies
• Improve telephonic communications

PROGRAM OBJECTIVES

Participants will:

• Understand the 6 messages of Communication
• Describe and overcome the Paradox of Communication
• Employ the Fundamental Factors of Communication
• Greatly increase listening skills
• Improve verbal, non-verbal and written communications
• Utilize the 5 Step Formula for Clear Communication
• Employ Correct Information Delivery Techniques
• Increase Meeting Facilitation Skills
• Become more Effective With Written Communication
• Become more Effective With Telephonic Communication

COURSE LENGTH AND LOCATION

This program is a three day course that can be broken down into 6 half day sessions in order to provide immediate utilization of information in the workplace. We can do the course at your location or at an off site conference facility.

PROGRAM TOPICS

Section 1 - Overview of the Communication Process

• Why Communication Skills Are Important
  
• The 6 messages of Communication
  
• The Paradox of Communication
  
• The Three Components of Communication
  
• Fundamental Factors of Communication
  
• Conflict Communication

Section 2 - The Art of Effective Listentication!

• Advantages of Active Listening
  
• What Makes People Want to Listen to YOU?
  
• Empathetic Listening
  
• Hearing What You See
  
• Listening With Your D.I.S.C Drive

Section 3 - Say What You Mean & Mean What You Say

• What and How to Communicate
  
• Active Communication Modes
  
• Effective Verbal Skills
  
• 5 Step Formula for Clear Communication
  
• The D.A.D System for Giving Direction and Orders

Section 4 - Information Delivery Techniques

• The Basics of Information Delivery
• Dealing with Customer complaints
  
• Opening the Information Delivery Session
  In the Middle of Conversation
  • Verbal vs Non-Verbal Clues
  • Developing Your Interpersonal Skills
  • Information Facilitation Skills
• The Effective Use of the Question & Answer Session
• Managing the Information Delivery Session
  
• Closing the Information Delivery Session

Section 5 -Communicating in Meetings

• Meeting Facilitation Skills
  
• Meeting Roles and Responsibilities
  
• 6 Steps to Successful Meetings
  
• Meetings That Motivate

Section 6 - Effective Written Communication Skills

• Communicating in Letters, Memos & Reports
  
• Steps for Successful Message Receipt
  
• Written Communication in 3 Easy Steps
  
• Word Power - Write Like You Speak
  
• Business Jargon Pitfalls
  
• Brevity in Business Writing
  
• 8 Steps to Make Writing Look Inviting
  
• Editing Made Easy

Section 7 - Effective Communication by Telephone

• The 3 Stages of the Telephone Conversation
  
• 6 Ways to Make Your Telephone Voice an Asset
  
• 4 Types of Telephone Calls
  
• Controlling the Call
  
• Active Listening Techniques
  
• Handling Incoming Calls Effectively
  
• Obtaining the Caller's Name
  
• Taking Effective Telephone Messages
  
• Handling Customer Complaints & Diffusing Anger
  
• Words that Motivate and Words to Avoid