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Course details

During this course a review of the principles of effective communication and the reasons why people communicate occurs. The 5 main channels of communication are explored, how to identify customer communication style is discussed and detailed examples of the words used by each customer communication style are detailed. What is important to each communication style is identified and the consequences and impact of matching and mis-matching style are explained and demonstrated. The ©LENSE model for identifying customer communication style is introduced, best practice for each stage is discussed and delegates practice identifying communication style. This exercise is fully debriefed.

The course finishes with delegates reviewing their learning, creating an individual personal development plan and taking a learning evaluation.

Course objectives

Explain the different customer communication styles
List the steps required to identify customer communication style
Explain what should be taken into account when identifying customer communication style
Demonstrate your ability to identify customer communication style
Begin the process of designing a personalised development plan

Course content

Introduction and objectives
The different communication styles
Discussion around the consequences of matching and mismatching communication style
Identifying communication style using the ©LENSE model
Exercise. Identifying style of communication
Review exercise and feedback

Course benefits

Develops effective customer communication skills
Develops customer adaptability skills
Develops understanding of different customer types
Improves customer relationships