Connecting People with Powerful Communication Skills

Course Objectives

• Understand the process of communication in handling people 
• Choose appropriate spoken and written methods for communicating with individuals or groups
• Create positive working relationship – using different communication styles
• Use your knowledge of the communication process to make orders and instructions more acceptable to people
• Project positive non-verbal communication
• Be an active listener
• Get what you want in negotiation
• Use body language to build rapport with anyone
• Modify your communication style to suit the other person when you motivate, compliment, counsel, correct and delegate

Target Audience

This program is suitable for Executives, Managers and Supervisors.

Methodology

This stimulating program will maximizes the understanding and learning through Interactive & Jigsaw Learning, Exploratory Discussions, Practice Exercises, and Fun-Learning Activities.

Course Modules

Module 1: The world matrix in call centre management
Module 2: Call Management system
Module 3: Working with world class standards
Module 4: Crisis Communication in Contact Centres
Module 5: Crisis Communication in Contact Centres part 2
Module 6: Contact Centre Admin