Program Description:
In today’s business environment, communication travels almost at the speed of thought, and the amount of communication the average person receives in a day has the potential to overload even the most efficient person.
This is compounded by the fact that communication is conveyed via a wide range of formats including: texts, emails, phone, and face-to-face meetings, and the effectiveness of the message will vary based on the communication medium that is used.
With the many layers of a company who interact with customers, the development and maintenance of client relationships will hinge on ensuring that every customer interaction is positive. Whether that be in response to a routine request, or diffusing a call from a very unhappy customer.
Therefore, it is critical that everyone who interacts with customers, whether that be Customer Service, Technical Service, R&D, Applications, Project Management... all understand how their communication can impact the business and the overall client relationship.
The Effective Communication™ training module is designed to address these challenges, and provides common sense approaches for ensuring that:
- Communication is clear and concise
- The right message is delivered
- The business implications of the message are understood
- Every communication with the customer is positive and is an iterative step in the process of building strong client relationships.
Program Outline:
The Effective Communication™ training module can be run as a stand alone program or as an add on to the popular Techsalence™ program. By combining it with Techsalence™, a full day program can be created that completes a broader training objective.
Effective Communication™ is an interactive workshop that incorporates a mix of exercises, discussions and presentations. To illustrate key points, group exercises and a wide range of reference stories are included in each area. This provides for an enjoyable experience and a training session that the team will remember.
The program is designed to provide the cross functional team that interacts with customers the understanding and tools to ensure that all their interactions with customers are positive.
Effective Communication™ learning objectives include:
- Components of Effective Communication
- Barriers to Effective Communication
- Common Communication Challenges:
- Customer Requests
- Rush Shipments
- Delayed orders
- Delivering “Bad” News
- What to Say, and What Not to Say to Customers
- Communication Do’s and Don’ts
- Contact/Meeting Follow-up
- Next Step/Action Plans
- Implementation/Installation Plans
- Conflict Resolution
Who should attend:
Any staff that has direct contact with customers including, but not limited to: Customer Service, Technical Service, R&D, Engineering, Operations, & Quality. And of course, Sales & Marketing.
Time Requirements:
The program is run as an on-site program at the client’s location and will be cusomized to meet a specific training objective. Typical class times are 2-4 hours.
Class sizes are 10- 25 people. Groups of over 25 people should be done in multiple sessions.
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