Communications and Interpersonal Skills

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