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Course details

During this course a review of the purpose of communication occurs and the benefits and drawbacks of the telephone compared with face to face communication are explored. The impact of tone, pace, speed, inflection and words when using the telephone are identified. The skills required to be effective on the telephone are then explored. The ©POSITIVE IMPACT model for effective telephone communication is introduced, best practice during each stage is discussed and the benefits of adopting each approach are discussed.

This section of the course finishes with delegates reviewing their learning, creating an individual personal development plan and taking a learning evaluation.

A optional follow-up skills consolidation exercise occurs either immediately afterwards, some days later or on the job. Here delegates practice the skills and techniques discussed, review their experiences and finalise their personal development plans.

Course objectives

Explain the benefits and drawbacks of the 3 main methods used for communication
Describe the techniques that make communication effective
List the skills required to be an effective communicator
Demonstrate effective use of communication structure, skills and techniques
Begin the process of designing a personalised development plan

Course content

Introduction and objectives
A review of communication principles
The communication tools available. Their benefits and drawbacks
The skills required for effective communication
Techniques for effective communication. The ©POSITIVE IMPACT model
Optional skills practice consolidation exercise and feedback

Course benefits

Develops communication skills
Increase customer communication
Increases effective communication
Enhances the customer experience