Communication Skills

Bringing Your Team's Communications Skills To A Higher Level

BUSINESS PRESENTATIONS

It’s not enough to know WHAT you’ll be talking about. Often it’s more important HOW you’ll be talking about it. Be it a sales-report presentation for the board, a motivational speech for your team or a launch of a new product.

The training develops:

  • Your non-verbal communication;
  • Your vocal performance and agility;
  • Principles of ethos, pathos and logos;
  • Complete skills for Q&A session;
  • Skills of informative and persuasive presentation;
  • The use of NLP techniques to get rid of stage fright;

NEGOTIATIONS

Your negotiation skills must help expand and not shrink the pie. Using Harvard Negotiation Process and adding to it principles of Chris Voss’s Never Split the Difference easily results in a complete turnaround of your negotiation style.

You’ll gain skills about:

  • What a clear objective does for you;
  • The importance of BATNA;
  • How to win in a negotiation without defeating the other party;
  • Ways to deal with the most common manipulative tactics;
  • What to do when a negotiation hits a deadlock;
  • Psycho-geography and its influences on a negotiation outcome;

CONSCIOUS (ASSERTIVE) CONVERSATIONS

Lack of time is growing. Workload is growing. Conflict is growing. The needs to transform conflict have never been greater. You need to know how to talk to people across different situations and cultures to avoid costly conflict.

This concise training helps you own:

  • The knowledge why a conflict happens;
  • A greater understanding of emotions and their role in conflicts;
  • Tools to use to completely transform the conflict in whatever circumstances;

E-MAIL CORRESPONDENCE

Misunderstandings through e-mail correspondence are easy. You can’t read other people’s attitudes. For this reason your e-mail skills can easily break or make the deal.

In this training you'll see for yourself that:

  • Netiquette matters;
  • The message you want to send is only as good as the structure of the text you use;
  • Changing a few seemingly unimportant things will help you obtain agreement faster;
  • E-mail can also be used to negotiate;

GIVING AND TAKING FEEDBACK

Effective feedback is one of cornerstones of a high-performing workplace. Giving honest and helpful feedback doesn’t come naturally for everyone, but once you’ve learnt how to do it you:

  • Are better equipped to solve problems;
  • Improve working relationships;
  • Develop trust;
  • Positively influence team performance;
  • Prevent resentment, miscommunication, and create a more productive workplace;

This training takes you through:

  • Preparing and starting for feedback;
  • Feedback structure;
  • Specifics of peer-to-peer feedback;
  • Replacing feedback with coaching;
  • How to handle difficult situations when giving feedback;

CALL CENTRE PHONE SKILLS

As an agent you need to have way-above average communication skills.

You need to know how to listen attentively, ask questions, sell and show you care even when you’d rather hang up.

You can develop or significantly improve your phone skills working on:

  • Your body posture;
  • Voice;
  • Breathing techniques;
  • Empathy and active listening;
  • Questioning skills;
  • Selling techniques;
  • Dealing with customer complaints;
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