Overview

This course is both a communication with awareness exercise and a learning experience.  Participants will become aware of the essentials of effective telephone communication and will learn valuable new skills about how to become a great communicator, in particular by telephone.

Section 1:  Core Communication Needs – Personal Challenge

Section 2:  The Essentials of Effective Communication
1.   The focus of this course
2.   What is communication?
3.   Common forms of communication
4.   The time we spend on each aspect of communication
5.   The essence of effective communication
6.   Three levels of effective communication
7.   Communication effectiveness
8.   Communication with awareness – things to keep in mind
9.   Communication Change Process Model – from non-awareness of your communication style to an integrated experience when integrating a new communication skill or behaviour

Section 3:  Communication Styles based on Temperament (Personality) Type
 1.   Questionnaire:  Temperament type and communication

Section 4:  Your Unique Communication Brand
1.   What is your unique communication brand?

Section 5:   Obstacles to Effective Communication
1.   Typical obstacles or barriers to effective communication, especially effective telephone communication
2.   Different mindsets as communication obstacle
3.   Selective listening – hearing what you want to hear
4.   Non-verbal communication and body language
5.   Cultural differences as communication barrier
6.   Chain communication as obstacle
7.   Management style as barrier to effective communication
8.   Gender oriented communication styles
9.   Reducing resistance in confrontation situations

Section 6:  Basic Business Telephone Skills
1.   Etiquette
2.   Appropriate greetings and endings
3.   Questioning skills
4.   Listening
5.   Direct course of action
6.   Difficult callers
7.   Things to avoid

Section 7:  Tips to give a good impression

Section 8:  Top 10 Telephonic Skills

Section 9:  Test your telephone effectiveness

Section 10:  Incoming Telephone Calls - Guidelines
1.   Handling common types of specialised telephone calls.

Section 11:  Listening Skills
1.   Typical behaviours of people when listening
2.   The value of listening
3.   Good listening practices
4.   Attributes of an effective listener
5.   Questionnaire:  Assess your listening skills