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Communicating for Results

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• Description: For many people, success in the workplace depends on their abilities to influence others to take a particular course of action. This course gives a practical demonstration of how to communicate for best results in three common, but sometimes difficult, situations.
  Firstly, you will learn the communication skills required to ensure the collaboration and cooperation of your colleagues and peers when you are working as a member or as a leader of a project team. Whether you want help with a particular task, or need someone else to undertake the task on your behalf, this course will show you how to approach those capable of giving you what you need.
  Secondly, this course will outline the communication required to maintain customer relationships during sensitive situations, such as when customers make a complaint, or you must deny their requests.
  Thirdly, you will learn how best to present information to your managers. Whether your intention is to report or to persuade, if you also want to impress your boss, it's crucial that you communicate concisely, and in a manner which is guaranteed to be understood the first time.
• Target audience: Those within an organization whose roles require them to achieve results by being able to influence colleagues, senior managers, or clients; in addition, anyone who has responsibility for managing, supervising, or leading staff
• Estimated Duration: 3.5 hours
• Lesson Objectives: Lesson Overview
  • identify the benefits of being able to gain the cooperation of colleagues and co-workers.
  Asking for Cooperation
  • apply the rules for asking, within a given situation.
  • match the rules for asking with what each can achieve.
  Communicating as a Project Leader
  • communicate effectively with the social style or styles portrayed within a given scenario.
  • recognize the four social styles from described characteristic behavior and communication.
  Project Meetings that Get Results
  • communicate with participants to keep a meeting on track, in a given scenario.
  • characterize the communication strategies for conducting results-oriented meetings.
  Lesson Overview
  • recognize the value of using effective interpersonal communication skills with existing customers.
  Words and Phrases for Customer Satisfaction
  • use the appropriate words and phrases to satisfy a customer's business motives in a given situation.
  • recognize examples of common customer business motives.
  Saying "No" Nicely
  • characterize the three elements of the strategy for refusing customer requests.
  Handling Client Complaints
  • handle a customer complaint effectively within a given situation, using the PLEASE technique.
  • recognize the various stages of the PLEASE complaint handling technique, and what they can achieve.
  Lesson Overview
  • recognize the value of being able to communicate effectively with senior managers.
  Communicate to Inform
  • differentiate between the different ways to organize informative communication.
  Communicate to Persuade
  • determine the most appropriate persuasion technique to use in a given scenario.
  • recognize what persuasive communication strategy is being used in an example.
  Maintaining the Flow
  • recognize the verbal transitions in a given passage of text.
  

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