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Communication Skills AIM To communicate effectively within the business environment. COURSE OBJECTIVES At the end of this module the delegates will be able to: Define communication. Understand how they communicate and work and how this affects others. List 4 features of excellent and bad customer service. State 3 Impacts and 5 Behaviours for those impacts. List the 6 Elements of the Voice. State the 6 Vias. List 4 features of effective and ineffective use of the voice. Demonstrate through a role play situation effective use of each stage of the Conversation Cycle. Identify hindrances to the communication process & how these can be overcome. State the three types of questions and give two examples of each. Display evidence of active listening skills within group exercises. Identify through discussion positive words to use with customers/ colleagues and the impression that this creates.

Communication Skills AIM To communicate effectively within the business environment. COURSE OBJECTIVES At the end of this module the delegates will be able to: Define communication. Understand how they communicate and work and how this affects others. List 4 features of excellent and bad customer service. State 3 Impacts and 5 Behaviours for those impacts. List the 6 Elements of the Voice. State...

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