An advanced customer communication skills
September 17– September 21\ 2023 : DUBAI
October 01 - October 05 \ 2023 : DUBAI
October 22 - October 26 \ 2023 : Kuwait
November 12 - November 16\2023 : KUWAIT
Introduction
Whether you communicate under pressure, manage challenges in interpersonal relationships, or look to build lasting rapport, your communication style and competence are the cornerstones for improving your chances of achieving your objectives.
The aim of this course is to assist you in becoming a more effective communicator by identifying people’s thinking patterns and preferred learning methods and by tailoring your communication accordingly. Getting a better understanding of how you communicate with others as well as how others communicate with you will improve business and personal relationships. Moreover, this IACT course will help you fine-tune the way you interact with others, which can be the key to your workplace and overall success.
Objectives
By the end of the course, participants will be able to:
Þ Use advanced communication tools and skills to deliver various types of messages
Þ Identify the different personal listening styles and discover their own
Þ Apply meta programs to improve understanding of people
Þ Describe and harness the power of body language
Þ Practice and use assertiveness skills in different situations
Þ Demonstrate the use of the secrets of influence for effective communication
Who Should Attend?
Þ This course is targeted at employees, supervisors, middle managers and senior managers seeking to take their communication skills to the next level by developing advanced communication techniques and strategies.
Þ Verbal and non-verbal communication
Þ Building rapport
Þ Influencing others
Þ Inspiring and persuading others
Þ Providing and receiving feedback
Þ Assertiveness
Course Methodology
The course uses self-assessments and a wide mix of business cases that promote healthy discussions around the importance of managing multiple tasks, deadlines and priorities. Participants will benefit from role plays covering workplace challenges related to handling tasks, deadlines and priorities. They will learn how to deal with conflicts that may arise as a result. Interactive team exercises are also used with each team presenting their findings and comments.
Each module covers different aspects of using Game-Based Learning and Gamification in education. Coursework will incorporate your existing knowledge and experience and provide helpful learning environment with a good mix of theoretical and practical knowledge. On all outlines will apply Skills for Game-Based Learning and Gamification and practiced in hands-on, collaborative way within an international group setting.
This interactive training course includes the following training methodologies as a percentage of the total tuition hours:
- 30% Lectures, Concepts, Role Play
- 30% Workshops & Work Presentations, Techniques
- 20% Based on Case Studies & Practical Exercises
- 20% Videos, Software & General Discussions
Pre and Post Test
Outline
DAY 1:
Defining effective communication
Þ Communication: definition and characteristics
Þ Myths about communication
Þ Communication functions
Þ The four laws of communication
Þ Evolution of communication
Þ Communicating for results
Þ Understanding elements of communication
Þ The element of noise
Þ Mehrabian’s 55-38-7 rule
Þ Overcoming communication anxiety and other obstacles
Þ Communication etiquette
DAY 2:
The art of listening
Þ Common listening issues
Þ Guidelines for effective listening
Þ Effective listening and paraphrasing techniques
Þ Understanding different listening styles: active versus passive styles
Þ Improving the information recall rate
Þ Assessing personal listening profiles
DAY 3 :
Þ Internal listening filters
Þ Understanding the filter system
Þ Sensory input channels
Þ Internal filter systems: the 6 layers
Þ The 6 listening meta programs
Þ Overcoming the 6 filters when communicating
Þ Avoiding the loss of information
DAY 4 :
Mastering body language
Þ The art of body language
Þ Components of non verbal communication
Þ The power of appearance
Þ Communicating through colors
Þ Evaluating your body language skills
Þ Eliciting thinking patterns through eye movement
Þ Building rapport using body language
DAY 5 :
Advanced assertiveness skills
Þ Understanding assertiveness: definition and values
Þ Components of passive, assertive and aggressive styles
Þ Assertiveness rights and responsibilities
Þ Activities for practicing assertive behavior
Þ Managing criticism assertively
The power of influence and persuasion
Þ Definition and characteristics of influence
Þ The 6 principles of persuasion: how to apply them
Þ Bases and sources of power
Þ Dealing with difficult people using persuasion
Fees:
The Fee for the seminar, including instruction materials, documentation, lunch, coffee/tea breaks & snack is:
3.750USD$
Schedule:
08:30 – 10:15 First Session
10:15 – 10:30 Coffee Break
10:30 – 12:15 Second Session
12:15 – 12:30 Coffee Break
12:30 – 14:00 Third Session