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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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