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Communication Skills

Good communication is essential in creating rapport with customers and establishing trust and confidence. Constant monitoring must be conducted to improve communications with customers. Participants will learn to identify the elements of the communication process, including an awareness of their own skill level, and the importance of customer courtesy skills in setting the tone for their customer interactions. The module reviews guidelines for quality service and focuses on the three types of communication:
  • Face-to-Face
  • Telephone
  • Non-Verbal

AUDIENCE
This module is designed for all employed who need to be more effective at written, verbal and telephone communications.

FORMAT AND LENGTH
This module can be presented in two to four hours, depending on participants' skill level and teaching objectives. The module includes:

  • Break out groups to solve team problems
  • Discussion on techniques for team development
  • Exercises and presentations
  • Practice sessions and role plays
COURSE MATERIALS
The participant's workbooks contain reference text and exercises, are bound and three hole punched. The module is divided into three sections, one for each phase of training: the Pre-Workshop Assignment, the Workshop Material, and the Post-Workshop Action Items. Participant's workbooks can be used for classroom instruction or on a self-paced basis.

The leader's guide contains the same material as the participant's workbook, with the addition of a section of introductory notes, answers to exercises and explanatory margin notes. The leader's notes contain tips and techniques on setting up and administering the session, checklists, and other teaching aids. Other beneficial components include:
  • A listing of suggested videos which complement the material.
  • Notes which highlight key points, provide tips for training, and detail competencies to be gained.
  • Margin Notes on the workshop materials which guide the leader through the material and indicate when to ask questions, encourage discussion, use flip charts, break into groups, and refer to specific material.

OBJECTIVES OF THE MODULE

By the end of this module, the participants will be able to:

  1. Identify the elements of the communication process.
  2. Articulate importance of using customer courtesy skills in setting the tone for their customer interactions.
  3. Discuss their own communication skill level and identify their strengths and areas to improve.
  4. Identify effective face-to-face, written, and non-verbal communication skills.
  5. Use the Need-satisfaction Process to enhance communication effectiveness.
  6. Identify the steps in the Consultative Communication Process.


Merit Training Corporation
Phone: 757-546-7703
e-mail: info@merittrainingcorp.com



 


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