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The Power of Professional Communication & Telephone Courtesies and Disciplines

About Workshop

OBJECTIVE:
To improve overall standards in Oral Communication and Telephone Disciplines through a professional approach, to enhance productivity of Company Personnel.

WHY THIS COURSE IS IMPORTANT?
In the context of a highly competitive Market environment, the need for professionalism in every field of activity, cannot be over - emphasized. This should apply to all levels of employees as professionalism entails:

• Acquisition of Knowledge
• Development of Skills
• Adherence to Disciplines
• Application of Leadership Qualities

We spend at least one third of our day at our Offices or Workplaces – approximately eight hours. If one looks at the time spent in Office or the Workplace objectively, over 80% of the time is spent in communicating. The total time thus spent, can be can be categorized into 5 areas as follows:

• Thinking
• Talking
• Listening
• Agreeing
• Disagreeing

In a Team where communication is weak, one often notices indifference, lethargy, apathy and hostility among the Team Members. Thus, priority attention must be given to ensure that Team Members understand the principles, function, systems and the barriers of Communication.

By becoming more professional in the art of effective Communication, the Manager or Team Member inevitably improves his productivity, which is vital for the profitability of operations.

Communication is dynamic. It is a two - way process.

It is imperative that all personnel clearly understand the new, dynamic role they have to play as effective Communicators. Tact, Diplomacy, Courtesy and Respect in dealing with people, backed by a genuine desire to be understood clearly, are the distinguishing characteristics of professional Communicators.

This highly interactive Training Seminar has been carefully developed over the years to dramatically expand knowledge and install these concepts in the minds of personnel. The methodology employed will facilitate a high level of interaction and develop a positive attitude towards becoming more effective Communicators.

COURSE HIGHLIGHTS
This Seminar offers a 10 - point Benefit Formula. At the conclusion of the Seminar Participants will be able to:

• Understand The new Role of personnel in an Organization.

•RealizeThe need for Professionalism in competitive Business.

• Focus on Knowledge, Skills, Disciplines & Leadership in Communication.

•Understand The Principles and Systems of Oral Communication

•Focus on Barriers and Disciplines of Oral Communication

•Understand The value of feedback in ensuring comprehension by the Listener

•RealizeThe Strengths and Weaknesses of the communication Chain.

•Appreciate The Power of Persuasive Communication.

•DevelopThe art of Active Listening.

•UnderstandThe Pitfalls and Disciplines of Written communication

Workshop topics to be covered:

MODULE 1 - PROFESSIONALISM & YOUR NEW ROLE
Your New Role as A Professional
Professionalism – Knowledge, Skills, Disciplines & Leadership
The Need for A Total Customer Orientation
Focus on Enhanced Productivity
Co-operation in Silence - Exercise
Presentations by Group Leaders

MODULE 2 - EFFECTIVE COMMUNICATIONS
Communication – A Vital Management Discipline
The Message Chain & Distortion - Exercise
Communication Systems & Barriers
Language of Persuasive Communication
Practical Tips & Communication Disciplines
Perception - Exercise
Jumping the Gun – Written Communication - Exercise
Your Rating as A Listener - Exercise
Listening Skills

MODULE 3 - TELEPHONE COURTESIES & DISCIPLINES
Brain Teaser - Exercise
Do’s & Don’ts – Telephone Disciplines - Workshop
Presentations by Group Leaders - Exercise
Telephone Disciplines & Courtesies
Practical Tips on the Persuasive Message

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