Communication skills and techniques

A customer service and relationship skills training course

Course objectives

Explain the benefits and drawbacks of the 3 main methods used for communication
Describe the techniques that make communication effective
List the skills required to be an effective communicator
Demonstrate effective use of communication structure, skills and techniques
Begin the process of designing a personalised development plan

Course content

Introduction and objectives
A review of communication principles
The communication tools available. Their benefits and drawbacks
The skills required for effective communication
Techniques for effective communication. The ©POSITIVE IMPACT model
OPTIONAL skills practice consolidation exercise follow-up lasting 2 hrs

Course benefits

Develops communication skills
Increase customer communication
Increases effective communication
Enhances the customer experience

Duration

From approximately 10 am to 4 pm
Including breaks, lunch and learning assessment
Plus a 2 hour skills practice follow up exercise

Positive impact areas

Customer experience and service
Communication effectiveness
Soft skills development and confidence

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This course is part of the ‘Customer service and relationship skills programme’. A suite of 18 soft skills course titles.
 
You can securely purchase the materials to deliver this course for just £79, with the materials available for immediate download. A 1 hour telephone train the trainer with the course author is included. Click the shopping basket to get started.

We accept the following plus Paypal and direct transfer into our account              

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Delivery options 
1. Purchase the materials and deliver internally using your people 

2. Purchase the materials and arrange for us to train your trainers

3. The course author can deliver any of the courses in-house for you

4. Personal one to one training from the author by distance learning

A comprehensive set of skills training materials

Pre course preparation ideas                Detailed facilitator notes  Delegate course workbooks PowerPoint slides and handouts Group and individual exercises Exercise briefing/debrief notes Skills practice activities

Course materials to run 4 to 6 hr training events A learning evaluation exercise with answers  A 1 hr telephone/screen sharing train the trainer Unlimited internal license and printing rights   Post course action plans included Post course follow up ideas Best Practice skills models