Introduction
Most conflicts at work happen because of misunderstandings between respective parties. That is because effective communication involves more than choosing the right words but also the intonation and body language.
Delivering service quality is about communicating service intention in a way that will create positive service experience to customers. It is about making use of different components of communication (verbal and non-verbal) to make sure the message delivered is received in a way it was intended.
This programme aims at providing the participants with the knowledge, skills & tools on how to communicate their message effectively & in a way that will build positive relationship in service environment.
Who Should Attend
All service personnel
Participants will learn
- The key components in effective communication. (face to face, email & telephone)
- The impact of verbal & non verbal aspect in effective communication
- How to deliver the right message thru effective variation of words, intonation & body language to influence the receivers’ reception
- Key words to avoid during effective communication.
- Correct intonation to use to invoke desired response during various situations at work.
- How to orchestrate the right body language to create positive environment at work
- Key points in creating the right image thru the art of dressing for success.
Methodology
The programme will be conducted using a combination of lectures, discussion, Case Studies and Role Plays.
Typical duration is 2 Days (9am – 5pm)
