Objective: To help participants understand how they should behave in the workplace, in order to achieve their goals through proper communication and team work.

Target audience: People wishing to improve their communication techniques.

Topics to be discussed:

  • Oral communication
  • How to become an effective listener
  • 7 Reasons why people do not actively listen
  • Types of Communication
    • Upward Communication
    • Downward Communication
    • Horizontal Communication
  • Written Communication
  • Electronic Communication
  • Listen to the client carefully and understood his/her requests
  • Persuasive Oral Communication
  • General Principles of Communication
  • Theories of Communication
    • Symbolic Interactionism
    • Attribution Theory
    • Accommodation Theory
  • Oral Communication in Persuasion
  • Consultative approach
  • Telephone Skills
    • Review your telephone voice
    • Your role in communication
    • The characteristics of good and bad telephone voice
    • Tone Voice
    • Intensity
  • How to adopt “positive” attitude to your work
  • Okness Theory – Eric Byrne
  • Managing difficult situations
    • Handling Conflict
  • Elements of Interpersonal Sensitivity
  • Dress Code
  • Handling different client types
    • Distrustful
    • Conversational-babbler
    • Silent
    • Indecisive
    • Grumpy
    • Persistent
    • Impulsive
    • Indifferent
    • Bluffer
    • Friendly
    • Rational
    • Analytical
    • Authoritarian
    • Dynamic
  • Positive Interpersonal Communication
    • Are you part of the problem or part of the solution?
  • Building your talents
  • Improving your image
  • Managing your time
  • Developing specific skills
    • What are your strengths?
    • What are your weaknesses?
    • What makes you motivated interest?
  • How to respond “positively”
    • Submissiveness
    • Aggression
    • Showing respect to others
    • Expressing sincere feelings
    • How to say “no”
    • How to defend your positions
  • How to listen and how … you hear
    • Listen actively
    • Make others hear you
    • How do you express yourself
    • How to manage your boss