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Course Features
- Duration 2 day
- Assessments Self
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
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