Effective Communication Skills for Success and Higher Productivity : The front – Line Focus

Course Objectives

Upon completion of this program, participants will be able to:
• Enhance understanding on the elements that formulate effective business communication skills
• Be encouraged to develop their written and verbal communication skills in English
• Structure excellent written and spoken
• Express ideas, suggestions and opinions with poise

Target Audience

This program is suitable for Managers, Executives, Supervisors, Administrators, Officer & Clerical Staff Whose Duties include business correspondence in their day-to-day operations.

Methodology

This excellent program provides benefits through hands-on activities that blend lectures, discussions, examples, language games and peer’s constructive feedback..

Course Modules

MODULE 1 – SPEAKING ENGLISH WITH ACCURACY

MODULE 2 – EFFECTIVE VERBAL COMMUNICATION

MODULE 3 – MANGING STAFF, CUSTOMERS AND POTENTIAL CUSTOMERS

MODULE 4 – WRITING LETTERS

MODULE 5 – DRAFTING EFFECTIVE EMAILS

MODULE 6 – PROFESSIONAL CALL CENTER TELEPHONE INTERACTIONS

MODULE 7 – MANAGING PRODUCTIVE LIVE CHATS

MODULE 8 – OFFERING AND ACCEPTING APOLOGIES

MODULE 9 – MANAGING COMPLAINTS