Effective Professional Communication

Bucharest 08 July 2019 - 09 July 2019

Trainer: Irina Toma

Details

An interactive course, which offers the perfect balance between theory and practice; with immediate applicability on daily professional activities. This training aims to give to the participants all the means and tools to express their opinions, their feelings in order to improve relationships with colleagues and superiors through verbal and non-verbal communication skills.

Target group

Middle and/or top managers (all departments)

Those who are in an execution position (especially those who work in a “median department” – that represent the bond between company’s departments (for example human resources dep.); those who have a “front” position and are dealing with clients and partners on a daily basis).

Minimum level of experience for participating in the program: at least 1 year in client service position or in a lead/management position.

Course objectives

Acquiring the necessary knowledge for assertive communication
Knowing the vertical and horizontal communication principles
Knowing the effective questionning techniques
Identifiying the way in which emotions influence communication with others
Understanting the active listening principles
Optimizing the sent messages according to the profile of the listener (different behavioral styles)
Communication efficiency through adapting to external factors
Acquiring the skills needed to develop a personal communication strategy
Acquiring the customer care principles

Subjects

1. Assertive Communication

Assertive communication - Definition, benefits, importance – theory and examples
Understanding communication styles (assertive, passive, aggressive, leading) – theory and roll-play
Personal barriers while using assertive communication - examples; exercises

2. Vertical and Horizontal relating abilities

Organizational communication – definition, types and characteristics- theory
Coaching approach– theory and exercises
How does emotions of the sender and of the receiver influence the communication– theory and roll-play

3. Active listening and questionning skills

Techniques for efficient assertive communication – theory and examples
Active listening - theory
Message - theory and examples
Non-verbal and para-verbal communication– examples; exercises.
Communication channel (advantages/ disadvantages) - theory
Receiver and the effect – theory and examples
Question types (closed vs open) – theory and roll-play
Powerful questions – theory and exercises
RAPID strategy (Relating –Expectations -Suppositions-Itinerary-Yes- trust)- exercises

4. Behavioral Styles

Behaviours – definition and typology – theory
Observing/ getting to know the communication partners – exercises and roll-play
Emotions vs. Reason – exercises and roll-play
Sincerity Test - exercises

5. Customer Care

What does a quality service means? – theory and case studies
Self-image and the public one – theory and examples
Belonging with the company (the neurological levels of Robert Dilts)- theory
The benefits of identifying and matching the personal and company’s objectives – theory and examples
Customer’s rights- theory and examples
Etiquette regarding the relationship with the client - theory and exercises
Customer loyalty and sales items – theory and exercises, roll-play
Managing complaints - theory and exercises
Conflict management - theory and exercises
Feedback strategies – roll-play and exercises

Trainer

Irina Toma, Life & Executive Coach, accredited by IIC&M; Trainer, Consultant, Mentor, with years of experience in coaching and training on subjects like: soft skills, communication, leadership, sales, motivation; team management and team coaching.

Duration / Period

The program will last for 16 hours and will take place between 10:00-18:00.

Investment

The necessary investment for participating to this program is of 700 lei + VAT/person.

Bonus: the trainees from Communication program will be able to participate, free of charge, at the webinar with theme Mentorated and Mastermind Group hosted by the same trainer.