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Who should attend: All staff who communicate face-to-face, by telephone and email should attend the Communication Skills in the Workplace Course. Course Objectives: To define communication and understand how misinterpretations occur To understand own communication style and identify strengths and development areas To understand the challenges involved in using the telephone as a communication method To know the 6 steps to handling an incoming call To apply the factors of voice to control the call and ensure communication is effective To apply effective call handling skills To understand the importance of email when used effectively To appreciate best practice in sending and receiving emails To use assertive behaviour to get difficult messages across to others What will the course cover: Nature of communication -- what it actually is and why it goes wrong between people Completion of a Personal Communication Style Questionnaire Importance of first impressions from the telephone caller's standpoint Giving callers the wrong impression Challenges of communicating by phone Developing rapport with callers Factors of good and bad communication on the telephone The 6 W's of message taking The 4 P's of voice 6 steps to an incoming call -- P.A.R.S.A.C. Detailed self assessment on call handling skills Role of email as a communication method The dos and don'ts of sending and receiving emails The differences between assertive and aggressive behaviour 3 steps to assertive behaviour to handle difficult situations

Who should attend: All staff who communicate face-to-face, by telephone and email should attend the Communication Skills in the Workplace Course. Course Objectives: To define communication and understand how misinterpretations occur To understand own communication style and identify strengths and development areas To understand the challenges involved in using the telephone as a communication...

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