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:
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
- Discussion on techniques for team
- Exercises and presentations
- Practice sessions and role plays
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
- 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:
- Identify the elements
of the communication process.
- Articulate importance of using customer
courtesy skills in setting the tone for their customer
- Discuss their own communication
skill level and identify their strengths and areas to
- Identify effective face-to-face,
written, and non-verbal communication skills.
- Use the Need-satisfaction Process
to enhance communication effectiveness.
- Identify the steps in the Consultative
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