Communications and Interpersonal Skills

PROGRAM OVERVIEW

Everyday, organisations are overloaded with many phone calls, enquiries, written and email requests from the public, customers, suppliers, colleague, etc. The “Win-Win Communication” Programme is designed to equip participants with communication skills to offer clear and concise replies that reduce misunderstanding, reworks and redundancies. It will also help to project a professional image for the organisation and create a positive customer service experience.

LEARNING OBJECTIVES

• Communicate effectively by verbalising their thoughts appropriately
• Express themselves correctly and professionally
• Use correct English expressions instead of Singlish
• Improve grammar & writing skills in emails & business letters
• Improve quality of written communication
• Project a professional image
• Create a positive customer service experience
• Say “No” positively & professionally
• Express goodwill and initiate win-win engagement

PROGRAM CONTENT

Introduction – The Importance of Applying Win-Win Communication at the Workplace

Part I : Win-Win Speaking

• Listen to Understand
• Clarify & Confirm
• Applying the 7 Principles of Effective Communication
• Avoiding Common Errors in Spoken English & Reviewing Singlish
• Saying ‘No’ Professionally

Part II : Win-Win Writing

• The Importance of Good Business Writing
• Professional Guidelines to Writing Email & Business Letter
• Applying The Art of Good Business Writing
• Grammar & Common Writing Errors
• Writing Win-Win Replies

CONCLUSION & SUMMARY

• Summary
• Writing Practice