Communication Skills


Customer Focused Business Communication
Duration : 2 days


Communication is key to human interaction and a crucial element of professional conduct in work environments. Being an effective communicator takes real skill. Communication skills have to be honed, developed, improved on an on-going basis. Lack of cooperation between employees is often the result of poor customer-focused communication. This highly interactive course will enable participants to eliminate needless problems which easily arise from ineffective communication.


  • Communicate effectively with customers and colleagues in all situations
  • Turn negative language into positive language
  • Use the most effective communication strategy for each given situation


  • Building the Foundation
  • Key Factors for Effective Communication
  • Listening for Improved Understanding
  • Interpreting non-verbal cues
  • Achieving Genuine Communication
  • Giving and Receiving Feedbacks
  • Working Constructively with Emotions to Enhance Teamwork
  • Handling conflicts and complaints
  • Power of Influence and Persuasion
  • Conclusion