Language: English / Arabic
Duration: 24 hours
Awarding Body: NATIONAL INSTITUTE OF TECHNOLOGY
Version: 1.0
Course Description:
A major goal of this course is to help participants understand the impact that their communication skills have on other people. They will also ex-plore how improving these skills can make it easier for them to get along in the workplace, and in life
Pre-Requisites:
None
Course Objectives:
After taking this course, you should be able to:
- How to Grow Self-Awareness
- Understand Communication Basics
- Understand Communication Barriers
- Learn to prob
- Explore Positive Body Language
- Discover Communication Styles
- Understand how to take the message effectively
- Understand Communication Skills
- Learn to Create Positive Relationships
- Know the importance of creating a good impression on customers.
Course Content:
- Identify common communication problems that may be holding them back
- Develop skills to ask questions
- Learn what their non-verbal messages are telling others
- Develop skills in listening actively and empathetically to others
- Enhance their ability to handle difficult situations
- Demonstrate a customer service approach
- Understand the importance of customer and customer service
- Master the customer interaction cycle
- Understand the factors which contribute to good/poor service
- Appreciate complaining customers
- Handle complaints as service opportunities
- Build trust and respect with customers and colleagues.
- Understand how your own behaviour affects the behaviour of others
- Demonstrate confidence and skill as a problem solver
- Apply techniques to deal with difficult customers
- Warm up your service approach to improve success with cold calling.
- Identify ways to make a positive impression.
- Create a script to maximize your efficiency on the phone.
- Learn what to say and what to ask to create interest, handle objections, and close the call.
