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Effective Communication Skills & Management

To effectively deliver excellent service, one has to first exercise effective communication.
This course will enable participants to  exercise a set of Effective communication skills including but not limited to nonverbal communication, attentive listening, the ability to manage stress in the moment, and the capacity to recognize and understand your own emotions and those of the person you’re communicating with.

Course objectives

After successfully completing the course, the participants will be able to:

  • Will be able to understand the emotion behind the message conveyed
  • Communicate effectively without distorting the message
  • Ability to communicate negative information without causing conflict
  • Learn to read non-verbal cues
  • Ability to understand oneself , others and the message

COURSE CONTENT

  • The effective communication cycle
  • The four key skills of effective communication
  • Non verbal communication
  • Listening
  • Managing stress while communicating
  • Emotional awareness
  • Ten commandments of effective communication
  • 7 C’s of Effective Communication
  • Phone Etiquette
  • First Impressions First