Duration

2 days

Aim

To provide all levels of staff with a concise programme leading to a better understanding of practical business communications.

Target Audience

This course is suitable for all levels of staff, whether on the front line dealing with external customers or with colleagues internally. It can also be used as a strong foundation for staff progressing to supervisory management.

Prerequisites

This course assumes no prior training within this subject.

Course Content

 Methods of communication  The sender/receiver relationship  Questioning skills – open and closed questions  Listening skills  Telephone communications  Self presentation and assertiveness  Non-verbal signals  How to sound more assertive  What is self-esteem?  Business writing  Communication exercises

Course Objectives

At the completion of this course participants will be able to:

 Identify the components of effective communication  State the methods used to communicate  Employ better Listening and questioning skills  Differentiate between Assertiveness and Aggression  Compose Business letter and memos more professionally

Course Outline