Summarising and completing communication

A customer service and relationship skills training course

Course objectives

Explain the skills and activities required to summarise effectively
Adapt communication summaries according to customer style and type
Explain how to use positive language and create the right lasting impression
Demonstrate effective communication summarising skills
Begin the process of designing a personalised development plan

Course content

Introduction and objectives
Why summarise and the benefits
The skills and activities involved
A structured and adaptable approach to summarising. The ©PARAPHRASE model
Positive language and leaving the right impression
Exercise. Summarising completing communication
Review exercise and feedback

Course benefits

Increases communication effectiveness
Improves customer satisfaction
Develops soft skills

Duration

From approximately 10 am to 4 pm
Including breaks, lunch and learning assessment

Positive impact areas

Customer satisfaction and service
Communication effectiveness
Personal effectiveness and impact

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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