Communication & Interpersonal Skills

Introduction:

In a 2 day workshop, you will learn the key techniques and approaches to design the best presentation ever that will engage your audience and leave lasting impressions. To begin, you will learn core concepts to start your journey into the exciting world of Amazing Sticky Presentations.

• Concept. Expose to Sticky Presentations® approach and understanding how to get from boring to Sticky. Using the ingredients of Stickiness to make presentation design effective.
• Creating impact with Text. Move away from bullet-points style to create a focus for your audience. Learning the importance of text styling and methods of making text exciting.
• Using Images for illustration of ideas. Making use of images and storytelling styles to engage the audience in the presentation. How to make simple enhancements to the imported images for a more professional look.
• Presenting Numbers. How to bring numbers to life without boring your audience with the spreadsheet. Challenging the conventional ways for presenting numbers.
• Effective content Positioning to achieve balance in slide design. Understanding the Rule of Thirds and other positioning methods that will create interesting perspectives in your presentation visuals.
• Transitions and Motion Effects. Using selective transitions and motion effects to create an added impact to presentation design. Learn from what others have done in the industry.
• Design Basics and Delivery. Be aware of the do and don’t in design to ensure your presentations are professional looking. Build confidence in delivering your presentation differently and to fully engage your audience with passion.

How Will You Benefit

At the end of this course the student will:

• Be able to create presentations that are focused, exciting, and easy to understand.
• Be energised to think out of the template and move away from the boring bullet points style to develop engaging presentations.
• Have the ability to design presentations that will produce results.
• Have higher confidence presenting by ensuring that the right message is designed and crafted into your presentation slides.

Who Should Attend

These workshops are suitable for individuals who want to design presentations that are unique leaving lasting impressions. Anyone from senior executives to customer facing individuals in sales and marketing related functions, manager and team leaders, trainers, heads of departments who need to present either upwards or downwards, and individuals who assists in the development of presentations.

Methodology

The workshop features adult learning styles that is both interactive and engaging.

Participants will benefit from the immediate applications of the concepts learned. The exercises and role play in the workshop encourages out-of-the-box thinking and experimentation of advanced techniques.

Introduction:

Presenting a professional image is extremely important for any company who wishes to grow to greater heights. The professional image has to be portrayed at all times; be it face to face or via the telephone. You see…good customer service and effective communication is the core of any successful organization.

In today’s world the telephone is one of the most important tools used to do business in any organization. Taking care of your customers over the telephone and making them feel well informed and appreciated is essential. The customer experience that your team creates via the telephone has a profound impact on a customer’s perception of your business – positive AND negative! Delivering the best telephone experience possible is one of the easiest ways to make your customers happy. Without it, all of the money spent on marketing and advertising to gain new customers may be wasted if they go away unhappy, or worse, do not return or do not pass along positive word-of-mouth. Good telephone etiquette and good customer service can turn a first-time customer into a loyal repeat customer.

Most people have the basic telephone etiquette in areas such as answering the phone in a professional manner and greeting the customer. However, many lack the crucial etiquette and speaking and listening skills that set apart profitable and professional organizations.

There are many ways to insure the telephone is being used in the most effective manner possible. In this training, you will acquire several key skills to insure that your telephone manner is working for you and not against you.

How Will You Benefit

At the end of the training program, participants will be able to:

• Understand the techniques associated with correct telephone answering techniques.
• Have confidence in their abilities to process incoming and outgoing calls.
• Understand what the communications process is all about
• Develop an insight into behavior choice: passive, aggressive, manipulative, and assertive
• Have a better positive attitude in delivering good customer service
• Implement strategies for dealing politely and successfully with discourteous, demanding, or dissatisfied customers/clients
• Understand the importance of good filling & record keeping
• Have an effective filling and record keeping system set up for organization

Who Should Attend

All staffs who needs to communicate in a confident, efficient and friendly manner on the telephone and who are dealing with customers.

Methodology

The training workshop will use a range of interactive activities – group and individual exercises, role plays and discussions. There will also be formal inputs of theory and models. The aim is to provide a focus for action that will maximize learning.

“Experiential Learning” method is used and is geared towards effective application of what has been learned in order to maximize the value of the course to both the individual participant and his/her organization.

Module

Objective

Upon completion of this programme, the participants will be able to:

• Speak clearly and confidently in face-to-face conversations, and on the telephone
• Ask questions to get key information and say “NO” politely but firmly
• Listen actively to really understand the speaker’s needs, and have different ways to ask for an issue to be repeated, to eliminate mis-understanding
• Articulate the selling points of services and products
• Write polite, correct, clear and simple emails with a focus on the call to action

Who Should Attend

This course is suitable for those who want to improve their verbal and written business communication. It caters to all levels in your organization.

Methodology

This interactive program will maximize the understanding and learning through lectures, pronunciation practice (includes sing-along sessions to help the participants hear correctly pronounced words by their favourite singers and tongue twisters), role plays, correcting grammar mistakes (sharpens the participants’ understanding of English grammar rule) and discussions.

Module

Module 1 – Greeting people

• Introduce yourself, others in your group and your company
  • The correct sequence of introductions – senior positions, age, gender etc
• Job responsibilities
• Asking For and Giving Permission
  • Polite forms in asking for, and giving Permission
  • Use of Affirmatives and Negatives, in Responding to Requests for Permission
• Making and Accepting Apologies
  • Expressions of Apology
  • Use correct Social Expressions in Making, Accepting and Rejecting Apologies
  • 4 conditions of a sincere apology
• Role plays

Module 2 – Mind Your Grammar 1

• Basic structure of a sentence
• Subject verb agreement
• Countable and uncountable nouns
• 10 rules of spelling the Plural form of Nouns
• Correct common grammar mistakes

Module 3 – Ask for information

• What are Open and closed ended questions?
• When do you use open and closed ended questions?
• Professional ways to ask for an issue to be repeated, if you did not understand what was said
• Ask and answer information questions
• Vocals – intonation
• How to stress the syllable of a word so that the listener knows whether you mean a noun or a verb
• Practice pronunciation skills

Module 4 – Mind Your Grammar 2

• Verbs
  • Irregular
  • Modal (express obligation, ability and possibility)
• Introduction to English tenses
• Simple present, simple past, present continuous tense
• Correct common grammar mistakes

Module 5 – Telephony skills

• Common phrases and responses on the telephone
• How your listeners visualize you when they hear your voice
• Making and modifying appointments
• Taking & leaving messages
• How to listen actively

Module 6 – Mind Your Grammar 3

• Prepositions
• Conjunctions
• Adverbs and adjectives
• How to use “a”, “an” and “the” as these do not exist in the Malay and Chinese languages
• Nouns and pronouns
• Correct common grammar mistakes