Communication Skills in the Workplace

Course Objectives:

• To define communication and understand how misinterpretations occur
• To understand own communication style and identify strengths and development areas
• To understand the challenges involved in using the telephone as a communication method
• To know the 6 steps to handling an incoming call
• To apply the factors of voice to control the call and ensure communication is effective
• To apply effective call handling skills
• To understand the importance of email when used effectively
• To appreciate best practice in sending and receiving emails
• To use assertive behaviour to get difficult messages across to others

What will the course cover:

• Nature of communication -- what it actually is and why it goes wrong between people
• Completion of a Personal Communication Style Questionnaire
• Importance of first impressions from the telephone caller's standpoint
• Giving callers the wrong impression
• Challenges of communicating by phone
• Developing rapport with callers
• Factors of good and bad communication on the telephone
• The 6 W's of message taking
• The 4 P's of voice
• 6 steps to an incoming call -- P.A.R.S.A.C.
• Detailed self assessment on call handling skills
• Role of email as a communication method
• The dos and don'ts of sending and receiving emails
• The differences between assertive and aggressive behaviour
• 3 steps to assertive behaviour to handle difficult situations