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12. Planning and preparing for communication
Course 12. Planning and preparing for communication.
Planning and preparing prior to customer communication helps create structure and personal confidence. Skills are more effectively applied when in a structured format and this process will help to ensure that customer communication is both effective and consistent.
Planning and preparing for communication
- By Skills FX
- Published Tuesday 1st 2008
- 12. Planning and preparing for communication
- Unrated
A customer service and relationship skills training course
During this course the actions required to plan effectively are identified through the use of the ©PLAN model. The consequences and impact of being ‘planned’ compared to being ‘not planned’ are discussed and delegates identify the ‘materials and processes’ and ‘personal and skills areas’ they can plan prior to a call. The importance of setting objectives is discussed and the ©SHARP model for doing this effectively is introduced.
A range of powerful questions that can be used during the ©SHARP process are identified and delegates practice using this technique. An exercise occurs where delegates review each others ©SHARP objectives and this is fully debriefed.
The course finishes with delegates reviewing their learning, creating an individual personal development plan and taking a learning evaluation assessment.
