DEVELOPING EFFECTIVE COMMUNICATION SKILLS

Some practical ideas about how to talk to people so they will respond to you, how to get people talking and build rapport.

One thing many people miss about communicating is that other people prefer to talk about themselves rather than to listen to you – so one way to make an impact is not to talk, but to ask people questions about themselves and then listen to what they say. It sounds easy, but it takes some practice. However, if you can get the hang of it, it’s a real gift when you’re talking to clients, prospects, or anyone else you’re trying to get to like you!

PROGRAM OUTLINE

Basics of Communication

• Effective communication
• Barriers to communication
• 7C’s of communication
• Process of communication
• Do’s and don’t’s

Telephone Etiquettes

• Before you place calls
• Answering the phone
• During the conversation
• Reports to callers
• Answering calls to others
• Transferring calls
• Obtaining the callers name
• Placing someone on hold
• Dealing with angry customers
• Concluding the call

Listening

• 5 basic reasons we do not listen
• 4 types of listeners
• How to improve your listening skills

• Questioning

• Types of questions
• Closed vs open questions
• Probing questions