Communication and Telephone Skills

Communication is perhaps the single most important aspect of good business. It is fundamental to all business and yet is probably the most overlooked feature of all. Good Communication is good management.

CONTENTS

• What is effective communication.
• How good a communicator are you?
• Communication styles.
• How to communicate effectively.
• Understanding the levels of communication.
• Considering your own emotions and those of whom you are communicating to.
• Active listening skills - developing this important skill.
• Understanding why we may not always be actively listening and highlighting the need for good listening.
• Informing and involving people - nobody ever asks us and nobody ever tells us!
• Handling conflict through effective communication.
• What works and what doesn't.
• Feedback session.
• Role plays and Business Exercises.
• Concluding Exercises.