Develop Your Skills

Sample soft skills training course materials from course 2, 'Your Communication Style' from the 'Customer Service and Relationship Skills Training Programme' in PDF format.

This course is the second soft skills training and development course from the eighteen workshops that make up the customer service and relationship skills programme. It focuses on communication skills and looks at the variety of reasons, methods and approaches to communication. It explores the five (5) different communication channels that people use on a day to day basis and gives delegates a practical understanding of these. Course delegates review the definition of communication and then examine their own personal and preferred communication style. The benefits and drawbacks of each type of communication are discussed (telephone, face to face and written), and what makes each up are discussed. The percentage contribution that words, pace, tone, inflection and non verbal, contribute to the overall message are discussed and delegates then identify their own communication style. The consequences of matching and mis-matching communication style to customer type is discussed and the course finishes with delegates reviewing their learning, creating a personal development plan and taking a learning evaluation.

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