Product
Offering:
Course Format
Typical Audience:
Standard Times: |
Classroom Training
1 day
All Business Professionals
8:30 am - 3:30 pm |
This course
builds a
foundation of relationship skills to help you communicate, respond
to conflict, handle difficult situations, and relate to customers and
coworkers. You will earn interpersonal skills to help develop professional
rapport and defuse bad situations. You
will increase cooperation, enthusiasm,
personal productivity, and most
importantly, job satisfaction.
Learning
Objectives
-
Understand
and adjust to personality differences.
-
Recognize
non-verbal communication.
-
Assertively
communicate.
-
Handle
difficult people and situations.
-
Resolve
conflict and defuse anger.
-
Build solid
rapport with customers and coworkers.
-
Instill
confidence.
Course
Agenda
- Pinpoint the
reasons, goals and purposes of effective
communication.
- Discover your own
personality style and recognize the styles of
others.
- Understand gender
and cultural differences.
- Make great first
impressions.
- Use body language
to your advantage.
- Learn the levels of
listening and become an "active" listener.
- Learn the
characteristics of an assertive communicator.
- Practice
negotiation tactics to create win-win solutions for
day-to-day issues.
- Learn when and how
to say "no."
- Handle touchy
situations with tact, poise, integrity, and
professionalism.
- Respond to difficult
people successfully, even under the worst
circumstances.
- Learn the
"principled" approach to resolving conflict.
- Defuse anger and
avoid defensiveness.
- Learn business
etiquette for introductions, appointments, and
business attire.
- Use "charisma" to
promote yourself.
- Build trust and
loyalty with communication rules to remember.
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