Communication Skills

Delivered by Protrain

At the end of this practical course, participants will have a greater understanding of communication skills and interactional behaviour through the use of assertiveness.  Participants will have the confidence to deal with any given situation in a professional and personal way. Extra time will be spend improving techniques to increase sales and customer satisfaction

Who is it for?

This course is for staff who wish to improve their future performance and their own wellbeing through effective communication and assertive behaviour.

Course Objectives

To provide delegates with a good in depth knowledge of the techniques for communication skills and assertive behaviour.

To enable delegates to start developing their assertive skills.

A better understanding of communication skills and interactional behaviour. 

Simple positive things that you can do to make yourself more effective at work (and in your social life).

The increased confidence that comes from feeling good about the way you handled what might be considered difficult situations.

Course Contents

Identifying the Four Different Types of Behavior

Aggressive behavior

Manipulative behavior

Passive behavior

Assertive behavior

Developing your Assertiveness Skills

Getting your message across in a positive way

Active listening skills

How to react when someone responds with aggression

How to react when someone tries to ignore our message

Finding a win/win solution

Understanding the Communication Process

Developing our Communication Skills

Body language

Voice dynamics

Choice of words

Using open and closed questions to uncover real customer needs.

Using questions to discover problems and create value in solutions provided by your product.

Active listening techniques; hearing the whole picture.

Paraphrasing and summarising needs as a transition to selling the benefits of your product.

Adding value to your product; how to present both known and unknown benefits

Maintaining a Positive Attitude