This workshop is designed to increase the skills of personnel across a range of disciplines. The workshop identifies and examines the key components of the role and within each element, builds up a range of approaches and techniques for operating an efficient office or support team.

CONTENT:

Verbal Communication Skills

• Listening and Hearing: They Aren’t the Same Thing
• Asking Questions
• Communicating with Power

Non-Verbal Communication Skills

• Body Language
• The Signals You Send to Others
• It’s Not What You Say, It’s How You Say It
• Making Small Talk and Moving Beyond
• The Four Levels of Conversation

Moving the Conversation Along

• Asking for Examples
• Using Repetition
• Using Summary Questions
• Asking for Clarity and Completeness

Influencing Skills

• Seeing the Other Side
• Building a Bridge
• Giving In Without Giving Up

Bringing People to Your Side

• A Dash of Emotion
• Plenty of Facts
• Bringing It All Together

Sharing Your Opinion

• Using I-Messages
• Disagreeing Constructively
• Building Consensus

Negotiation Basics

• Preparation
• Opening
• Bargaining
• Closing
• Evaluations

Remembering Names

• Creating a Powerful Introduction
• Using Mnemonics

Making an Impact

• Creating a Powerful First Impression
• Assessing a Situation
• Being Zealous without Being Offensive

FOR WHOM:

All professionals, Team Leaders, Supervisors, Managers, Technical Staff, Key Communicators, Admin Staff and Customer Service Staff in various segments of the organization in both the Public and Private Sectors.

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.

This course is available in the following locations:

Ghana - $6000
Rwanda - $7000
UK - $8000
USA - $8000