Course objectives

To enable the delegates to feel more confident in dealing with other departments and customers and to know how to communicate with anyone at work.

To understand the ‘do’s and don’ts’ at work.

To enable the delegates to ask questions they are unsure of in their working life.

Content

Session One

The world of work

• Self motivation
• Expectations yours and the organisation you work for
• The importance of soft skills at work

Image

• The importance of a professional image
• How to promote a professional image
• Other people’s perceptions
• How to appear confident
• First Impressions
• Self esteem – SWOT on yourself

Face to face communication

• Barriers to effective communication
• Words, tone and body language
• Building rapport and making conversation
• Questioning and listening skills

Individual self assessment and action plan to implement – for review with manager

Session Two

Recap of session one and action points

Verbal and written communication

• Email versus telephone
• The power of the telephone – rapport and results
• Correct layout and content of emails/letters
• Clear and concise versus direct and abrupt
• Terminology, abbreviations and text speak

Dealing with internal departments

• Benefits of good inter-department relationships
• Working towards a win/win outcome
• Internal customer care

Team work

• Benefits of good team work
• Going the extra mile
• Flexibility and tolerance
• Different personalities 
• Your relationship with your team leader/manager
• Being open to feedback and the ‘blind spot’ – Johari window
• Problem solving fun - exercise

Individual self assessment and action plan to implement – for review with manager

Session Three

Recap of session two and action points

Customer focus and interaction

• Being in the customers’ shoes
• What customers expect
• How we perceive the customer
• The telephone – some good tips
• Building rapport
• The importance of voice tone
• Sounding calm, in control and confident
• Handling customer queries

Planning and prioritising  

• Prioritising your list of things to do
• Weekly plans 
• Knowing when to ask for assistance

Social Media – the dangers

• What to post 
• In-work and out of work activities
• Where to draw the line
• How others perceive you

Individual self assessment and action plan to implement – for review with manager

Duration

One day with an option of a follow-up day / personal coaching after the course