ΠΕΡΙΓΡΑΦΗ

Research indicates that business professionals spend a vast amount of time, in fact over 70% of their working day, in communication with others, which in an average 8-hour day, accounts for more than 5.5 hours. In addition, research suggests that more than half of that time is spent clarifying or ‘fixing’ previous communication.

This is true of communication across all channels including face-to-face, written, telephone and videoconferencing although face-to-face communication, which allows information to be transmitted verbally and non-verbally via use of voice and body language tends to be easier for most people.

Given the growth of international business and virtual teams, in-person-communication is often not an option and organisations are now relying on channels including telephone, email, and video conferencing to communicate with teams, colleagues, and clients.

Despite the increased use of virtual channels (including email, telephone and videoconferencing), many business-professionals struggle to communicate effectively via these channels, which can have damaging effects on relationships with team-members, colleagues and customers and hence on the success of the business.

The current programme will address the three channels of communicaiton, that are often the most ineffective or in some cases, even damaging to relationships and business success. It should be noted that these are also the channels which users report creating the most stress, and are:

• Telephone
• Email
• Videoconferencing

Using learnings from various disciplines, the current programme will provide tips and best practices for communicating across these important channels, and allow participants the opportunity to practice some of the core skills covered. Knowing what to say and how to say it using these channels is vital for effective communication.

ΣΚΟΠΟΣ ΣΕΜΙΝΑΡΙΟΥ

The purpose of the current programme is to help business professionals develop their communication skills via telephone, email and videoconferencing allowing them to develop better rapport, greater trust and higher levels of customer service, both within their organisation with colleagues and externally with clients and customers.

Upon completion and for each of the three communication channels of telephone, email and videoconferencing participants will be able to:

• Identify when to use and when to avoid this communication channel and list advantages and disadvantages.
• Describe best practices that yields excellent customer service (internally and externally) using this communications channel.
• Develop their skills and etiquette with regards to this channel.
• Explain the process for communicating via this channel.
• Challenge their current practices and show how these may be improved.

ΣΕ ΠΟΙΟΥΣ ΑΠΕΥΘΥΝΕΤΑΙ

All professionals across all industries and job functions. 

ΠΕΡΙΣΣΟΤΕΡΕΣ ΠΛΗΡΟΦΟΡΙΕΣ

Training Outline

• Introduction
• Warm-up and icebreakers
• Expectations and goals
• Understanding the broader context
  • The importance of communication in the workplace
  • Communication channels and their uses

• Communicating via Telephone
  • Benefits and uses of telephone communication
  • Challenges and overcoming them
• Best practice
• High impact words and phrases
• Voice and tone
• Listening techniques
• Telephone etiquette
• Handling difficult situations
• Case study and practice
• Communicating via email
  • Benefits and uses of email communication
  • Challenges and overcoming them
  • Best practice
  • Email structure and components
  • High impact words and phrases
  • Common errors
  • Proof-reading and check lists
  • Email etiquette (professionalism, what to say and how to say it)
  • Handling difficult situations
  • Case study and practice

• Communicating via videoconferencing
  • Benefits and uses of videoconferencing
  • Differentiating from face-to-face
  • Challenges and overcoming them
  • Best practice
  • Technical environment
  • Personal appearance
  • Voice
  • Nonverbal
  • High impact words and phrases
  • Handling difficult situations
  • Case study and practice

• Wrap-up
  • Closing remarks
  • Q&A
  • Evaluations
  • Take-aways and action plan

Training Style

This course is interactive in nature and participants will be actively involved, using their own experiences and challenges to reinforce and adapt the new knowledge and skills to their own reality, as well as examples, case studies and simulations provided by the trainer.  Use of -assessments and reflective exercises will also allow participants to increase their awareness and provide opportunity for peer reflection and discussion

CPD Recognition

This programme may be approved for up to 7 CPD units in Soft-skills and Personal & Professional Development. Eligibility criteria and CPD Units are verified directly by your association, regulator or other bodies which you hold membership.