Communications and Interpersonal Skills

 

Saying It Right
- Enhancing Your Communication and Service
Duration : 1 day

PROGRAM OVERVIEW

The “Saying It Right ! ” programme is an excellent training programme for all frontline service staff to help them to enhance their communication & service. Through the 1-day motivational session, the service staff will learn many useful phrases to communicate effectively with their customers. In addition, the participants will learn to speak good English, which will reflect quality,  professionalism and standard. At the end of the course, participants will learn the skills to speak concisely, expressively, clearly, entertainingly, unhesitatingly, and persuasively.

 

LEARNING OBJECTIVES

  • Say the right thing at the right time
  • Use the correct choice of words and grammar
  • Compliment customer in a sincere way
  • Reject or say no effectively but subtly
  • Handle customer when customer uses abusive and offensive words
  • Improve their English conversational ability
  • Take pride in delivering excellent service

CONTENT

Introduction – Saying It Right!

Part I: Understanding Your Voice

  • Identify personal strengths & make improvements
  • Hear yourself as others hear you
  • Get external feedback on your communication
  • Communication evaluation & activity

Part II: Understanding Specific Concerns

  • Recognise speech pattern and develop your conversation type
  • Discussion / Activity : Handling situations using EQ statements

Part III: Becoming Well-spoken

  • Demonstrate conscientiousness and trustworthiness to have a responsive conversation
  • Use simple declarative sentence
  • Speak your mind effectively
  • Offer a gracious response

Part IV: Self-Confidence & Flexibility in Responding to Situations

  • Presenting yourself with confidence
  • How you look when you talk
  • Eye contact & showing interest
  • Being approachable
  • Role Play & Case Studies

Conclusion, summary & action plan