Communication & Interpersonal Skills

42%OFF
Communicate! Learn Powerful Communication Skills To Connect And To Influence – People , .

Introduction

Communication is at the heart of everything we do in business, yet poor communication is a huge problem for business and individuals – causing low morale, poor performance and high staff turnover.

Success in people management depends on your ability to communicate effectively. This course shares with you the practical understanding of the skills, concepts and structures that are important for building working and business relationships.

“If you want to win a man to your cause, first convince him that you are his sincere friend.” – Abraham Lincoln

Introduction: ‘Communication is the Heart of Everything’

Objective

  • Upon completion of this programme, the participants will be able to :
    • Understand the process of communication in handling people
    • Choose appropriate spoken and written methods for communicating with individuals or groups
    • Create positive working relationship – using different communication styles
    • Use your knowledge of the communication process to make orders and instructions more acceptable to people
    • Project positive nonverbal communication
    • Be an active listener
    • Get what you want in negotiation
    • Use body language to build rapport with anyone
    • Modify your communication style to suit the other person when you motivate, compliment, counsel, correct and delegate

Who Should Attend

This program is suitable for Executives, Managers and Supervisors

Level for Executives and above

Methodology

This stimulating program will maximizes the understanding and learning through Interactive & Jigsaw Learning, Exploratory Discussions, Practice Exercises, Fun-Learning Activities

Module

  • LAY FIRM FOUNDATIONS
  • LOOK OUT– BODY BASICS
  • COMMUNICATION INSIDE A TEAM
  • DEALING AT A DISTANCE
  • COMMUNICATING IN DIFFICULT SITUATIONS
Learn More
  • Availability: 0 in stock
38%OFF
Communicate! Learn Powerful Communication Skills To Connect And To Influence – People , .

Introduction

Communication is at the heart of everything we do in business, yet poor communication is a huge problem for business and individuals – causing low morale, poor performance and high staff turnover.

Success in people management depends on your ability to communicate effectively. This program shares with you the practical understanding of the skills, concepts and structures that are important for building working, and business relationships.

Objective

  • Upon completion of this program, participants will be able to:
    • Understand the process of communication in handling people
    • Create positive working relationship – using different communication styles
    • Use your knowledge of the communication process to make orders and instructions more acceptable to people
    • Project positive non-verbal communication
    • Be an active listener
    • Modify your communication style to suit the other person when you motivate, compliment, counsel, correct and delegate

Who Should Attend

This program is suitable for managers and executives. If you want to learn the advanced skills you need to inspire, persuade, lead and motivate every audience you speak to, then this program is for you.

Methodology

The trainer uses a wide range of practical, enjoyable, tried and tested approaches to bring out the best in you. You’ll find your learning highly interactive, supportive and fun.

Module

  • LAY FIRM FOUNDATIONS
    • Take Responsibility
      • What You Say And How You Say It
    • Watch Your Facts
      • Distinguish Your Facts From Opinions And Assertions
    • Listen Actively
      • Focus On Speaker’s Message With Prejudging
    • Ask Effective Questions
      • Powerful Questions: Open-Ended, Thought-Provoking, Or Probing
    • Pick Your Words Carefully
      • Need To Understand And Be Understood
  • LOOK OUT – BODY BASICS
    • What Are You Saying With Your Body
      • Match Your Words –Tone – Body Language
    • Avoid Becoming A ‘Space Invader’
      • Invisible Zones Of Personal Space
    • Your Handshake Tells On You
      • Pointers To The Perfect Handshake
      • If A Handshake Is Not Your ‘Thing’ – What Then?
    • Use Eye Contact Carefully
      • Avoid Appearing Too Dominant
    • Open And Closed Body Language Signals
      • Signs Of Positive, Open Lines
      • Signs Of Disengagement
    • Body Language – Power And Authority
      • Four ‘S’s
  • COMMUNICATION INSIDE A TEAM
    • Be Aware Of Dynamics
      • Players’ Positions
    • Show Appreciation
      • Listening – Attention – Praise
    • Give Constructive Feedback
      • The Sandwich Model
    • Be A Coach
      • Use Communication As A Learning Tool
  • DEALING AT A DISTANCE
    • On The Phone
      • Create A Positive Image Over The Phone
      • Observe Phone Etiquette
    • Use Emails Thriftily
      • Inboxes Are Getting Fuller
      • You Write Because You Have Got Something To Say
      • Don’t Use Emails As Avoidance
  • COMMUNICATING IN DIFFICULT SITUATIONS
    • Move From Conflict And Disagreement To Building Strong Relationships
      • Choice Of Approach In Resolving Conflicts At Work
      • Say “No” Politely
      • Control Your Emotions
      • Challenge Bad Behavior Not The Person
      • Negotiation Skills To Resolve Difficulties
Learn More
  • Availability: 0 in stock
42%OFF
Communication And Rapport Building , .
 communication-and-rapport-building-hrdf-trainings

Objective

At the end of this course, participants will be able to:

  • Improve business relationship
  • Improve on influencing skills with effective communication
  • Manage communication with individual preference
  • Develop self-improvement

Who Should Attend

This course is designed for Assistant Manager, Managers, Executives, Officers, Team Leaders, Supervisors and Personnel who wish to improve their Communication, Rapport Building and Self-Management of an organization

Methodology

The course will be presented via interactive lecture, practical hands-on activities, group and individual discussion and presentation and experience sharing

Module

  • FUNDAMENTALS OF COMMUNICATION
  • EMOTIONAL INTELLIGENCE
  • FOUR PATTERNS OF BEHAVIOUR
  • HANDLING OBJECTIONS
  • STRESS MANAGEMENT
  • TIME MANAGEMENT
  • TRANSFORM YOURSELF FOR SUCCESS
  • SUCCESS PRINCIPLES
Learn More
  • Availability: 0 in stock
54%OFF
Communication And Writing Skills In English , .

Objective

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

  • Speak English confidently in everyday conversation by using simple, basic language patterns and strategies
  • Be encouraged to develop the following skills: listening, oral, reading and writing
  • Able to know the 5 Ws of planning
  • Know how to write business letters
  • Understand the formats & structure of memos
  • Learn how to compose e-mail messages
  • Able to use appropriate rules of grammar and tenses
  • Understand and express greetings and introductions
  • Understand and express gratitude, thanks and apologies
  • Understand and give short and simple direction
  • Understand and give descriptions of people, things and places
  • Understand and engage in casual conversations
  • Understand and express quantity, quality and time in relation to target
  • Read and understand signs and simple notices
  • Read, understand and complete simple forms

Who Should Attend

This program is suitable for Administrative & Clerical Support Staff, Front-Line Staff & Receptionists those who would need basic to intermediate proficiency in handling everyday conversation in the English Language. Staff of different levels at clerical or even management will find this course very useful and practical as it deals with speaking appropriate English in different situations and excellent for all speakers of ESL

Methodology

This stimulating program will maximizes the understanding and learning through interactive power point presentation, group / classroom discussion, individual exercises, brainstorming.

Module

  • GREETINGS AND STARTING CONVERSATIONS
    • Words / Phrases Used To Greet A Person Or To Begin A Conversation With Strangers
  • GIVING OPINIONS, AGREEING AND DISAGREEING
    • How To State One’s Opinions
    • How To Support The Opinions That Are Stated
    • Learning How To Use “Owned Language”
  • MAKING ARRANGEMENTS AND INVITATIONS
    • Understanding And Use Of The Language Of Invitations And Arrangements
    • Using Correct Tone, Stress And Intonation Patterns
    • Writing And Responding To Formal And Informal Invitations
  • ASKING ABOUT TIME AND GIVING DIRECTIONS
    • Asking For Time By Using The Right Words / Phrases
    • Asking For And Giving Directions
    • Giving Instructions About The Whereabouts Of Landmarks
    • Write Directions To Certain Places
    • Describe How To Get To A Given Destination
  • GIVING AND ACCEPTING COMPLAINTS
    • The Language Forms And Functions For Making Complaints
    • Learning How To Make Verbal And Written Complaints
    • Learning The Right Way To Handle Complaints – Both Orally And In Writing
  • ANSWERING THE TELEPHONE AND MAKING CONVERSATION
    • The Proper Language Forms And Functions To Be Used When Answering Telephone Calls
    • Techniques To Keep A Telephone Conversation Going
  • THE BUSINESS WRITING PROCESS
    • Rules Of Good Writing
    • The 5Ws Of Planning (Who, What, Where, When, Why)
  • THE VARIOUS BUSINESS DOCUMENTS
    • Categories Of Business Letters
    • Guidelines For Composing Letters
    • Formats & Structure Of Memos
    • Composing E-Mail Messages
    • Writing Fax Messages
  • WRITING FOR THE READERS
    • Specialist And Non-Specialist Readers
    • Appropriate Tone And Style Of Writing
    • The Importance Of Well-Structured Paragraphs
    • Using Key Words Prominently
  • APPROPRIATE RULES OF GRAMMAR AND TENSES
    • Punctuation
    • Adjectives & Adverbs
    • Nouns
    • Verbs
    • Prepositions And Pronouns
    • Sentence Structure
  • UNDERSTANDING AND EXPRESSING GREETINGS AND INTRODUCTIONS
    • The Proper And Professional Way To Greet Clients, Colleagues, Superiors
    • Reading And Responding To Written Greetings
    • The Important Elements To Consider When Introducing Someone At Workplace – The Difference Between Formal And Informal Introductions
  • UNDERSTANDING AND EXPRESSING GRATITUDE, THANKS AND APOLOGIES
    • The Importance Of Expressing Gratitude
    • The Key Phrases Involved In Expressing Gratitude Which Also Reflects On One’s Professionalism
    • Expressing Gratitude In Writing – E.g. : Writing A Thank-You Letter, Responding To A Thank-You Letter
    • The Formal And Informal Ways Of Expressing Apology
  • UNDERSTAND AND EXPRESSING SHORT AND SIMPLE DIRECTIONS
    • The Key Phrases Involved In Giving And Asking For Directions
    • Explaining The Whereabouts Of Landmarks
    • The Importance Of Being Descriptively Clear
    • The Skill To Read Location Maps And Translate Them Into Verbal Directions
    • Writing Down Directional Instructions
  • UNDERSTANDING AND DESCRIBING PEOPLE, THINGS AND PLACES
    • The Key Phrases And Adjectives Used In Description Of People, Places, And Things
    • The Importance Of Clarity When Describing In Order Not To Provide Wrong Information
    • Describing People, Places And Things In Writing
  • UNDERSTANDING AND ENGAGING IN CASUAL CONVERSATIONS
    • The Distinction Between Informal And Formal Vocabulary
    • Tips To Initiate, Maintain And End A Conversation In Order To Maintain The Interest Factor
  • UNDERSTANDING AND EXPRESSING QUANTITY, QUALITY AND TIME IN RELATION TO TARGET
    • Key Terms And Expressions In Relation To Quantity, Numbers, Cost And Time
    • Reading And Translating Schedules Into Verbal Explanations
    • Writing Reports Using Numbers, Quantity, Cost And Time
  • READING AND UNDERSTANDING SIGNS AND SIMPLE NOTICES
    • Key Expressions Used To Indicate Situations – Emergency-Related, Dangerous Situations And Etc
    • Importance Of Expressing Messages Succinctly
    • Crisp Vocabulary
  • READING, UNDERSTANDING AND COMPLETING SIMPLE FORMS
    • Understanding Of Key Terms And Phrases Used In Forms
    • Learning The Art Of Providing Clear, Short Answers To Questions Posed In The Forms
    • Learning To Create Simple Forms – To Identify The Crucial Details Required Depending On The Requirements
Learn More
  • Availability: 0 in stock
38%OFF
Communication And Writing Skills In English , .

Objective

At the end of this course, participants will be able to:

  • Speak English confidently in everyday conversation by using simple, basic language patterns and strategies
  • Be encouraged to develop the following skills: listening, oral, reading and writing
  • Able to know the 5 Was of planning
  • Know how to write business letters
  • Understand the formats & structure of memos
  • Learn how to compose e-mail messages
  • Able to use appropriate rules of grammar and tenses
  • Understand and express greetings and introductions
  • Understand and express gratitude, thanks and apologies
  • Understand and give short and simple direction
  • Understand and give descriptions of people, things and places
  • Understand and engage in casual conversations
  • Understand and express quantity, quality and time in relation to target
  • Read and understand signs and simple notices
  • Read, understand and complete simple forms

Who Should Attend

This program is suitable for Administrative & Clerical Support Staff, Front-line Staff & Receptionists those who would need basic to intermediate proficiency in handling everyday conversation in the English Language. Staff of different levels at clerical or even management will find this course very useful and practical as it deals with speaking appropriate English in different situations and excellent for all speakers of ESL

Methodology

This stimulating program will maximizes the understanding and learning through interactive PowerPoint presentation, group / classroom discussion, individual exercises, brainstorming.

Module

  • ANSWERING THE TELEPHONE AND MAKING CONVERSATION
    • The Proper Language Forms And Functions To Be Used When Answering Telephone Calls
    • Techniques To Keep A Telephone Conversation Going
  • THE BUSINESS WRITING PROCESS
    • Rules Of Good Writing
    • The 5Ws Of Planning (Who, What, Where, When, Why)
  • THE VARIOUS BUSINESS DOCUMENTS
    • Categories Of Business Letters
    • Guidelines For Composing Letters
    • Formats & Structure Of Memos
    • Composing E-Mail Messages
    • Writing Fax Messages
  • WRITING FOR THE READERS
    • Specialist And Non-Specialist Readers
    • Appropriate Tone And Style Of Writing
    • The Importance Of Well-Structured Paragraphs
    • Using Key Words Prominently
  • APPROPRIATE RULES OF GRAMMAR AND TENSES
    • Adjectives & Adverbs
    • Nouns
    • Verbs
    • Prepositions And Pronouns
    • Sentence Structure
  • UNDERSTANDING AND DESCRIBING PEOPLE, THINGS AND PLACES
    • The Key Phrases And Adjectives Used In Description Of People, Places, And Things
    • The Importance Of Clarity When Describing In Order Not To Provide Wrong Information
    • Describing People, Places And Things In Writing
  • UNDERSTANDING AND ENGAGING IN CASUAL CONVERSATIONS
    • The Distinction Between Informal And Formal Vocabulary
    • Tips To Initiate, Maintain And End A Conversation In Order To Maintain The Interest Factor
  • UNDERSTANDING AND EXPRESSING QUANTITY, QUALITY AND TIME IN RELATION TO TARGET
    • Key Terms And Expressions In Relation To Quantity, Numbers, Cost And Time
    • Reading And Translating Schedules Into Verbal Explanations
    • Writing Reports Using Numbers, Quantity, Cost And Time
  • READING AND UNDERSTANDING SIGNS AND SIMPLE NOTICES
    • Key Expressions Used To Indicate Situations – Emergency-Related, Dangerous Situations And Etc.
    • Importance Of Expressing Messages Succinctly
    • Crisp Vocabulary
  • READING, UNDERSTANDING AND COMPLETING SIMPLE FORMS
    • Understanding Of Key Terms And Phrases Used In Forms
    • Learning The Art Of Providing Clear, Short Answers To Questions Posed In The Forms
    • Learning To Create Simple Forms – To Identify The Crucial Details Required Depending On The Requirements
Learn More
  • Availability: 0 in stock
42%OFF
Connect! Effectively Building Instant Rapport With Nlp , .

Introduction

Are you in a leadership position?

Do you need to negotiate or exert influence over another?

Does your role require interacting successfully with other people?

Everybody knows influence is all about CHANGE. Everyone is in the business of influence and persuasion in some way or another, moving people from point A to point B. Whether we are involved to persuade others to buy, to subscribe, to say ‘Yes’ or wanting others to take action in your direction, we need the principal skills that are essential for effective performance.

  • Why is it that people want to say yes to your request?
  • Why is it that they want to move to your direction?
  • Why should they do it?

Answering these ‘why’ questions requires persuasion – a conversational art worth developing.

This 2-day program focuses on how you can make small changes that will appeal to your customers’ (internal and external) unconscious mind to decide in your favour.

Objective

Upon completion of this program, participants will be able to:

  • Identify the different personality types
  • Analyse which is the dominant personality of the person they are communicating with.
  • Design & Deliver the exact presentation, phrases and words that will engage the decision making part of the mind of the person they are communicating with.

LEARNING OBJECTIVES

This 2-day program will incorporate the use of Neuro Action Learning to develop the skills to influence by having an understanding of the psychology of people and their communication model AND exactly what words to say to engage the other person’s subconscious decision making part of the brain.

The following fundamental NLP skills will be acquired in this program:

  • Figuring Out People – the ability to understand different aspects of behaviours within us and others and be flexible to get along with anybody at any time.
  • Building Rapport – the ability to build a sense of trust and engage comfortably with someone no matter how different they are to you.
  • Power Persuasion – the ability to influence others who evaluate the communication of the message fits his or her own position

Who Should Attend

Those who want to have an achievement orientation by creating and sustaining positive change in others.

Methodology

Trainer incorporates technologies learnt from Neuro Associative Conditioning, Neuro Action Technology and fundamental Neuro Linguistic Programming with Action Learning to create an environment where participants will be fully engaged on both conscious and subconscious levels.

Training is delivered in a highly interactive and experiential way. Concepts and background information are presented through group exercises, discussion and activities, creating an environment that facilitates accelerated learning and application. The trainer will facilitate discussion of real issues and challenges that the participants face in their work and private lives. Each activity will be thoroughly de-briefed to link the learning to real life situations.

Module

  • COMMUNICATION STYLE – STEP (I)
    • Identify Different Types of
    • Personality Style
    • Personality Quadrant
  • REPRESENTATIONAL SYSTEM – STEP (II)
    • Understanding VKAOG
    • Using VKAOG to Communicate

Activity – Personal Action Planning

  • BUILDING RAPPORT – STEP (III)
    • Intro to NLP
    • Match & Pace
    • Sensory Acuity
  • POWER PERSUASION – STEP (IV)
    • Magic Words To Influence & Motivate
    • ACTIVITY-
      • Putting It Together
      • Summarise
      • Closure
      • PERSONAL ACTION PLANNING
Learn More
  • Availability: 0 in stock
42%OFF
Connecting People With Powerful Communication Skills , .

Introduction

Communication is at the heart of everything we do in business, yet poor communication is a huge problem for business and individuals – causing low morale, poor performance and high staff turnover.

Success in people management depends on your ability to communicate effectively. This course shares with you the practical understanding of the skills, concepts and structures that are important for building working and business relationships.

“If you want to win a man to your cause, first convince him that you are his sincere friend.” – Abraham Lincoln

Introduction: ‘Communication is the Heart of Everything’

Objective

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

  • Understand the process of communication in handling people
  • Choose appropriate spoken and written methods for communicating with individuals or groups
  • Create positive working relationship – using different communication styles
  • Use your knowledge of the communication process to make orders and instructions more acceptable to people
  • Project positive nonverbal communication
  • Be an active listener
  • Get what you want in negotiation
  • Use body language to build rapport with anyone
  • Modify your communication style to suit the other person when you motivate, compliment, counsel, correct and delegate

Who Should Attend

This program is suitable for Executives, Managers and Supervisors

Methodology

This stimulating program will maximizes the understanding and learning through Interactive & Jigsaw Learning, Exploratory Discussions, Practice Exercises, Fun-Learning Activities

Module

  • LAY FIRM FOUNDATIONS
    • Take Responsibility
      • What You Say And How You Say It
    • Watch Your Facts
      • Distinguish Your Facts From Opinions And Assertions
    • Listen Actively
      • Focus On Speaker’s Message With Prejudging
    • Ask Effective Questions
      • Powerful Questions: Open-Ended, Thought-Provoking, Or Probing
    • Respond Flexibly
      • Big Picture Or Detail Communicators
    • Pick Your Words Carefully
      • Need To Understand And Be Understood
    • Practice Exercise – Learning Game
  • LOOK OUT– BODY BASICS
    • What Are You Saying With Your Body
      • Match Your Words –Tone – Body Language
    • Avoid Becoming A ‘Space Invader’
      • Invisible Zones Of Personal Space
    • Your Handshake Tells On You
      • Pointers To The Perfect Handshake
    • If A Handshake Is Not Your ‘Thing’ – What Then?
      • Use Eye Contact Carefully
    • Avoid Appearing Too Dominant
      • Open And Closed Body Language Signals
    • Signs Of Positive, Open Lines
      • Signs Of Disengagement
    • Body Language – Power And Authority
      • Four ‘S’s
    • Practice Exercise – Learning Game
  • COMMUNICATION INSIDE A TEAM
    • Be Aware Of Dynamics
      • `Players’ Positions
    • Take People Into Your Confidence
      • Share Confidences To Create Trust
    • Show Appreciation
      • Listening – Attention – Praise
    • Establish A Rapport
      • Match And Mirror
    • Give Constructive Feedback
      • Using Sandwich Or BOOST Models
    • Be Persuasive
      • Understand – ‘Away From’ And ‘Towards’ People
    • Be A Coach
      • Use Communication As A Learning Tool
  • DEALING AT A DISTANCE
    • On The Phone
      • Create A Positive Image Over The Phone
      • Observe Phone Etiquette
    • Use Emails Thriftily
      • Inboxes Are Getting Fuller
      • You Write Because You Have Got Something To Say
      • Don’t Use Emails As Avoidance
    • Practice Exercise
  • COMMUNICATING IN DIFFICULT SITUATIONS
    • Move From Conflict And Disagreement To Building Strong Relationships
      • Focus On The Conversation
      • Say “No” Politely
      • Control Your Emotions
      • Resolve Difficulties By Not Butting In
      • Challenge Bad Behavior Not The Person
      • Listen Empathetically
      • Negotiation Skills To Resolve Difficulties
      • Avoid Judgment
    • Practice Exercise – Learning Game
Learn More
  • Availability: 0 in stock
35%OFF
Connecting People With Powerful Communication Skills .

Introduction

Communication is at the heart of everything we do in business, yet poor communication is a huge problem for business and individuals – causing low morale, poor performance and high staff turnover. Success in people management depends on your ability to communicate effectively. This course shares with you the practical understanding of the skills, concepts and structures that are important for building working and business relationships.
“If you want to win a man to your cause, first convince him that you are his sincere friend.” – Abraham Lincoln

Introduction: ‘Communication is the Heart of Everything’

Benefits

Upon completion of this program, participants will be able to:

  • Understand the process of communication in handling people
  • Choose appropriate spoken and written methods for communicating with individuals or groups
  • Create positive working relationship – using different communication styles
  • Use your knowledge of the communication process to make orders and instructions more acceptable to people
  • Project positive nonverbal communication
  • Be an active listener
  • Get what you want in negotiation
  • Use body language to build rapport with anyone
  • Modify your communication style to suit the other person when you motivate, compliment, counsel, correct and delegate

AUDIENCE

This program is suitable for Executives, Managers and Supervisors

METHODOLOGY

This stimulating program will maximize understanding and learning through Interactive & Jigsaw Learning, Exploratory Discussions, Practice Exercises, Fun-Learning Activities

Module

  • LAY FIRM FOUNDATIONS
    • Take Responsibility
      • What You Say And How You Say It
    • Watch Your Fact
      • Distinguish Your Facts From Opinions And Assertions
    • Listen Actively
      • Focus On Speaker’s Message With Prejudging
    • Ask Effective Question
      • Powerful Questions: Open-Ended, Thought-Provoking, Or Probing
    • Respond Flexibly
      • Big Picture Or Detail Communicators
    • Pick Your Words Carefully
      • Need To Understand And Be Understood
    • Practice Exercise – Learning Game
  • LOOK OUT– BODY BASICS
    • What Are You Saying With Your Body
      • Match Your Words –Tone – Body Language
    • Avoid Becoming A ‘Space Invader’
      • Invisible Zones Of Personal Space
    • Your Handshake Tells On You
      • Pointers To The Perfect Handshake
    • If A Handshake Is Not Your ‘Thing’ – What Then?
      • Use Eye Contact Carefully
    • Avoid Appearing Too Dominant
      • Open And Closed Body Language Signals
    • Signs Of Positive, Open Lines
      • Signs Of Disengagement
    • Body Language – Power And Authority
      • Four ‘S’s
    • Practice Exercise – Learning Game
  • COMMUNICATION INSIDE A TEAM
    • Be Aware Of Dynamics
      • `Players’ Positions
    • Take People Into Your Confidence
      • Share Confidences To Create Trust
    • Show Appreciation
      • Listening – Attention – Praise
    • Establish A Rapport
      • Match And Mirror
    • Give Constructive Feedback
      • Using Sandwich Or BOOST Models
    • Be Persuasive
      • Understand – ‘Away From’ And ‘Towards’ People
    • Be A Coach
      • Use Communication As A Learning Tool
  • DEALING AT A DISTANCE
    • On The Phone
      • Create A Positive Image Over The Phone
      • Observe Phone Etiquette
    • Use Emails Thriftily
      • Inboxes Are Getting Fuller
      • You Write Because You Have Got Something To Say
      • Don’t Use Emails As Avoidance
    • Practice Exercise
  • COMMUNICATING IN DIFFICULT SITUATIONS
    • Move From Conflict And Disagreement To Building Strong
      • Relationships
      • Focus On The Conversation
      • Say “No” Politely
      • Control Your Emotions
      • Resolve Difficulties By Not Butting In
      • Challenge Bad Behavior Not The Person
      • Listen Empathetically
      • Negotiation Skills To Resolve Difficulties
      • Avoid Judgment
    • Practice Exercise – Learning Game

 

Learn More
  • Availability: 0 in stock
58%OFF
Customer Delight , .
 Customer-Delight-hrdf-delights

Introduction:

“Excellence is an art won by training and habituation. We are what we repeatedly do- Aristotle

“Service Excellence means exceeding customers’ expectations and paying attention to details.” – Disney Institute

Do you want to stand out from the competition?

Do you want to ensure you consistently provide the best possible service to your customers?

Customers have increasingly high expectations about customer service and make buying decisions based on the service they receive. In order to stand out from the competition, the service you provide to your customers must be second to none – and will be measured at every “moment of truth”.

Plenty of businesses today recognize that significant competitive advantage can be gained through a focus on delivering customer excellence. There is a proven correlation between customer satisfaction, loyalty and profitable sales performance. Improving your customer’s levels of satisfaction will drive repeat purchase and customers will refer their family and friends.

Customer Delight training prepares your frontline service staff to communicate effectively with a diverse range of customers and colleagues and learn to provide excellent service whilst applying the organizational service system.

How Will You Benefit

At the end of the training program, the participants are able to:

  • Develop their self-confidence, pride and have a sense of purpose whilst carrying out their daily responsibilities.
  • Have an understanding on their customer needs and expectations
  • Enhance their communication skills
  • Manage their emotions when dealing with difficult situations and various customer personalities
  • Handle complaints effectively and initiate service recovery
  • Promote customer loyalty.

Who Should Attend

This programme is specially tailored for Executive, Officers, Receptionist, Administrators, Assistant Managers, Managers and any staff who have to deal with customers / clients.

Methodology

Competency-based-learning (CBL) encompassing lectures, group presentations, demonstrations / role plays of real life experiences, sharing of best practices and discussions

Module

  • THE RIGHT ATTITUDE
  • THE VALUE OF A CUSTOMER
  • IDENTIFYING THE ATTRIBUTES AND RESPONSIBILITIES OF A SERVICE PROFESSIONAL
  • MANAGING CUSTOMER EXPECTATIONS
  • CHANGING THE CURRENT SERVICE MENTALITY
  • SERVING THE CUSTOMER’S THROUGH EQ
  • USING COMPLAINTS TO CREATE CUSTOMERS FOR LIFE
  • MANAGING OUR EMOTIONS WITH DIFFICULT AND DIFFERENT TYPES OF CUSTOMERS
  • UNDERSTANDING THE COMMUNICATION PROCESS
Learn More
  • Availability: 0 in stock
58%OFF
Customer Delight Level 2 , .
 Customer-Delight-level-2-hrdf-trainings

Introduction:

Every organization is in business for its customer and continues to stay in business because of its customers. Customers today have a variety of choices when it comes to products and services. In a buyer’s market, customers call the shots. Customers are counting the pennies and looking for better value for money. To make you and your organization the preferred choice is to give your customers excellent customer service. Good customer service is as important today as the product or service itself. Poor customer service loses business: good customer service reaps the reward of repeat business. But better doesn’t necessarily mean cheaper. For many it means reliable, cost effective, well supported ‘service’. Delivering excellent customer service is a large part of that good quality that people are willing to pay for even during hard times.

Supervisors and officers today play an important role in the organization. They are the role models for employees. Employees observe their supervisors’ communication skills and customer service skills with others and, ultimately, learn to use the same techniques in their professional and personal relationships.

When customers receive poor customer service, they would think poorly of the organization. The key to successful customer service is to have knowledgeable and motivated supervisors and officers that have been well developed through effective Customer Delight– Level 2. This training program is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier.

Food for thought…

“Acquiring new customers can cost five (5) times more than satisfying and keeping your existing customers.”

How Will You Benefit

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

  • An insight of supervisory challenges and how to overcome these challenges
  • Interpersonal skills that help you to communicate, listen and handle conflicts
  • Become more effective at influencing others
  • Accomplish goals and control outcomes when dealing with staff, peers, management and otherdepartments
  • You would learn how to work with groups and teams to solve problems and accomplish projects
  • Hold performance discussions that result in changed behavior and enhanced productivity
  • Analyze your style of behavior and recognize your strengths/weaknesses

Who Should Attend

Supervisors and officers who wish to add vitality to their current supervisory skills and competencies.

Methodology

Competency-based-learning (CBL) encompassing lectures, group presentations, demonstrations and discussions. Extensive use of Audio-visual-aids.

Module

  • ROLE OF THE SUPERVISOR / OFFICER
  • YOU, CUSTOMERS & SERVICE
  • MANAGING YOURSELF AND SHAPING YOUR ATTITUDE
  • EFFECTIVE COMMUNICATION SKILLS
  • MANAGING EMOTIONS WITH DIFFICULT AND DIFFERENT TYPES OF CUSTOMERS
  • CREATIVE PROBLEM SOLVING
  • USING COMPLAINTS TO CREATE CUSTOMERS FOR LIFE
  • THE ART & SKILLS OF PEOPLE MANAGEMENT
  • BECOMING A GREAT LEADER
Learn More
  • Availability: 0 in stock
58%OFF
Customer Focus , .
 Customer-Focus-HRDF-Trainings

Introduction:

Designed for anyone involved in delivering excellence in customer service. Our approach is to balance a strong process with the mindset, skills and behaviors that produce outstanding results. Everything we do is participative and interactive. There will be work in pairs, small group work, role plays and exercises designed to stimulate, challenge and develop people’s knowledge and skills.

Delivering the WOW!

  • How Focused Are You On Your Customers Requirements?
  • What Is The Value Of One Customer To You?
  • How Well Are You Doing In Delivering Service Excellence?

How Will You Benefit

At the end of the programme you will be able to:

  • Understand and implement the Model of Service Excellence.
  • Demonstrate the delivery of service excellence.
  • Highlight the key elements of service excellence that make the difference.
  • Build rapport and overcome the barriers that prevent it.
  • Develop your verbal & written communication with customers.

Who Should Attend

This program is suitable for Marketing and Sales Professionals. Level for Marketing and above

Methodology

Trainer incorporates technologies learnt from Neuro Associative Conditioning, Neuro Action Technology and fundamental Neuro Linguistic Programming with Action Learning to create an environment where participants will be fully engaged on both conscious and subconscious level.

Training is delivered in a highly interactive and experiential way. Concepts and background information are presented through group exercises, discussion and activities creating an environment that facilitates accelerated learning and application.

The trainer will facilitate discussion of real issues and challenges that the participants face in their work and private lives. Each activity will be thoroughly de-briefed to link the learning to real life situations.

Module

  • INTRODUCTION & WELCOME PROGRAMME OBJECTIVES
  • CUSTOMER CENTERED DIFFERENT CENTERS
  • BUILDING RAPPORT & TRUST
  • CUSTOMER NEEDS & EXPECTATIONS
  • SERVICE DELIVERY
  • EMAIL WRITING
  • PUTTING IT TOGETHER
Learn More
  • Availability: 0 in stock
35%OFF
Dealing with Difficult Customers , .
 Dealing-with-Difficult-Customers-hrdf-trainings

Introduction:

Handling customers is not an easy task all the time. Everyone have different beliefs and values. In this modern era Customers are more knowledgeable, and they can be very demanding and less tolerant.

At times customers may also be wrong, and it is entirely up to you to calm the customer and inspire the right information. This is a technique all customer service personnel should acquire. You will learn these delightful techniques to handle all types of customers. This workshop is interactive and filled with fun games and activities.

How Will You Benefit

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

  • Maintain composure in handling difficult customers
  • Understanding of the emotions that motivates the customers
  • Develop the ability to listen attentively before resolving any issue
  • Stay motivated in facing challenged situations
  • Maintain strong rapport with customer to maintain a long lasting relationship

Who Should Attend

Managers, service professionals, executives, front liners, instructors, facilitators or anyone who want to ensure customer loyalty.

Methodology

This results-based course will be challenging, thought provoking, informational and inspiring. Participants will use a variety of learning methods such training tools, group discussion, games, activities, case studies and role plays. In essence, our methodology is:

  • Interactive learning
  • Experiential activities
  • Facilitative training

Module

  • BASIC CUSTOMER SERVICE APTITUDE
  • REVIVE EFFECTIVE COMMUNICATION SKILL
  • MANAGING CUSTOMERS COMPLAINTS
  • READY TO SERVE
Learn More
  • Availability: 0 in stock

Pin It on Pinterest