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Effective Communication and Listening Skills

Title of Programme Effective Communication and Listening Skills
Brief Description This programme is designed to help participants with the art and
science of effective communication and listening.
Objectives/Outcomes
  • Explore the impact of nonverbal elements of communication
  • Apply steps in preparing and sending effective messages
  • Demonstrate elements of effective communication
  • Apply new skills to real-life situations
  • Describe the benefits of improved listening
  • Explain the impact of behaviour on effective listening
  • Explain the four levels of listening
  • Identify personal listening weaknesses
Duration 2 days
Target Audience All staff in customer service support
Topic Modules Module 1: Fundamentals of Communication
  • The Communication Model
  • Importance of First Impressions
Module 2: Principles of Nonverbal Communication
  • Saying on Nonverbal communication
  • What Our Body Language Says
  • Using Body Language to improve Message Effectiveness
Module 3: The Effective Message
  • The Four Steps
  • Planning Nonverbal Communication
Module 4: Identifying, Prepare and Delivering the Message
  • Keeping the End in Mind
  • What Are You Trying to Say?
  • The Customer’s learning styles
  • Communicating at the right learning level
  • What Are Your Sources of Power?
  • Using Questions
Module 5: Projecting A Professional Image
  • Managing Customer expectations
  • Power of using positive language
  • Exploring the Impact of Negative Language
  • Common Negative Words and Phrases
Module 6: What is Effective Listening?
  • People Who Are Good Listeners
  • Listening Skills Self- Assessment
  • Benefits of Effective Listening
  • TV Commercial
Module 8: The Levels of Listening
  • Picture This
  • The 4 Levels of Listening
  • Incorporating Active Listening : A Proposal
Module 9: Practicing Active Listening
  • Active-Listening Responses
  • Active Listening Brought to Life
  • Personal Weakness
Training
Methodology
This programme will be delivered using the following methods:
  • Lecture
  • Experiential games
  • Videos
  • Group discussion
  • Case studies