Communication training include using tone of voice and modulation, how to interpret language styles and deciphering body language, questioning and listening skills and many more which will all assist you in being a more effective communicator especially when you are in a customer service or sales role. By applying a wide range of differing communication techniques you will increase your communication standards and effectiveness therefore leading to better service for all involved.
This course covers subject areas like communication skill, Award winning email & telephone techniques, having difficult conversations, being assertive, social media management, listening & questioning skills, giving and receiving feedback and many more.
This course is ideal for entrepreneurs, business managers, business owners, professionals in the technology, retail, hospitality and public sector.
At the end of this course, you will receive a GPE Business School Certificate of Completion which you can download and print.
Course Curriculum
| Module 1: Communication Skills | |||
| Communication Skills | 00:00:00 | ||
| Four ‘P’s of the Voice | 00:00:00 | ||
| Building Rapport | 00:00:00 | ||
| Overcoming Umms and Uhhs | 00:00:00 | ||
| Tone of Voice | 00:00:00 | ||
| Voice Intonation | 00:00:00 | ||
| Module 2: Listening Skills | |||
| Listening Skills | 00:00:00 | ||
| Active Listening | 00:00:00 | ||
| Module 3: Questioning Skills | |||
| Questioning Skills | 00:00:00 | ||
| Permission to Ask Questions | 00:00:00 | ||
| Open & Closed Questions | 00:00:00 | ||
| Module 4: Being Assertive | |||
| Being Assertive | 00:00:00 | ||
| Assertive Behaviour | 00:00:00 | ||
| Being Polite | 00:00:00 | ||
| How to Say No Nicely to a Customer | 00:00:00 | ||
| Module 5: Difficult Conversations | |||
| Difficult Conversations | 00:00:00 | ||
| Dealing with Criticism | 00:00:00 | ||
| How to Say Sorry | 00:00:00 | ||
| Courageous Conversations | 00:00:00 | ||
| Dealing with a Silent Colleague or Customer | 00:00:00 | ||
| Dealing with the Non-stop talking Customer | 00:00:00 | ||
| Module 6: Showing Empathy | |||
| Showing Empathy | 00:00:00 | ||
| Positive Affirmation | 00:00:00 | ||
| Module 7: Cultural Awareness | |||
| Cultural Awareness | 00:00:00 | ||
| ESOL – English as a 2nd Language | 00:00:00 | ||
| Slowing Down your Speech | 00:00:00 | ||
| Module 8: Emails & Social Media | |||
| Award Winning Emails | 00:00:00 | ||
| Managing Social Media | 00:00:00 | ||
| Award Winning Social Media Interactions | 00:00:00 | ||
| Professional Emails | 00:00:00 | ||
| Email Tips | 00:00:00 | ||
| Live Chat Tips – Webchat | 00:00:00 | ||
| Module 9: Award Winning Telephone Technique | |||
| Award Winning Telephone Techniques Part 1 | 00:00:00 | ||
| Award Winning Telephone Techniques Part 2 | 00:00:00 | ||
| Answering The Telephone | 00:00:00 | ||
| Verbal Holding | 00:00:00 | ||
| Telephone Call Control | 00:00:00 | ||
| Outbound Calling | 00:00:00 | ||
| Module 10: Giving Instructions in the Workplace | |||
| Giving instructions in the workplace | 00:00:00 | ||
| Collaboration | 00:00:00 | ||
| Module 11: Giving and Receiving Feedback | |||
| Giving & Receiving Feedback | 00:00:00 | ||
| Giving Feedback (DESCCO) | 00:00:00 | ||
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