Course Objectives

• Identification of Communication Skills
• Why interpersonal communications and perceptions are vital in business
• Why identifying the right types of communication matters
• The communication process
• Techniques for handling dissatisfied customers
• Negotiation Skills (start) , Review of previous day
• Common terms used in negotiation, Negotiating styles

Who Can Benefit

• All professionals and everyone whose job involves communicating with, and influencing, other people

Course content

• Communication Skills
• Introduction
• Aims and Objectives of the seminar
• Agreement of 'Ground Rules'
• Why interpersonal communications and perceptions are vital in business
• Brainstorming
• Why identifying the right types of communication matters
• The communication process
• One way and two way communication
• Verbal, vocal, and visual parts of a message
• Overcoming barriers to communication
• Building rapport face to face and on the telephone
• Listener involvement and effective questioning
• People with special needs
• Communication Skills (continued)
• Review of previous day
• Dealing with customers on the telephone
• Writing to customers
• Techniques for handling dissatisfied customers
• Aggressive, assertive and submissive behaviors
• Interactive Skills
• Transactional Analysis
• Complementary transactions
• Crossed transactions
• Negotiation Skills (start) , Review of previous day
• Establishing and building rapport between the parties
• Common terms used in negotiation  , Negotiating styles
• Traits of successful negotiators
• The importance of expectations in negotiation
• Resolving conflict and impasse
• Strategies and tactics, Addressing grievances

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