Workshop Summary
Every member of your organisation will use a telephone; this Workshop is essential for anyone who wants to create a professional image. It takes a look at the elements that make up successful telephone calls and then gives practical feedback to delegates how to improve their own techniques. Participants will have the opportunity to practise telephone-handling skills through a series of practical exercises, using role-play and relate to their own work situation.

Who Should Attend
All staff who communicate with customers and colleagues by telephone.

Benefits
By the end of the Workshop, participants will be able to:

• Project the organisation’s image
• Handle calls with courtesy, enthusiasm and friendly efficiency
• Establish rapport effectively
• Listen actively to caller needs and respond with questions designed to elicit information
• Break through the barriers that block the path to the decision makers
• Control calls
• Deal with difficult customers and situations successfully
• Close calls by summarising outcomes and agreed actions

Workshop Contents

• Achieving Excellence: What makes a Good and Bad Service Experience; Caller Expectations
• Listening and Questioning Effectively: Getting the Facts and Controlling the call; Building Rapport – How to sound Confident, Caring and Helpful; Clarifying Understanding and getting Written details; Ending the call
• Managing Difficult Situations: Using Assertive behaviour to maintain a Positive approach; Resolving Problems; converting complainers to loyal customers
• Projecting the Organisation’s Image: How to project a positive and pleasant personality; voice and manner; choosing words and phrases with care; holding and transferring calls; What not to Say – Avoiding the Image Wreckers
• Role-Plays: Participants’ Role-Play; Tutor and Group Feedback

Workshop Summary
It is widely recognised that the ability to speak to both small and large groups is an important communication skill and an essential attribute for success in the business and professional world. This Workshop focuses on building confidence through developing an understanding of the key principles involved and then having the opportunity to apply them in practice. The number of delegates on the course is strictly limited to allow time for individual guidance and feedback by the Workshop Tutor.

Who Should Attend
Anyone who speaks to individuals or groups or needs to address meetings or make presentations to colleagues, clients or larger audience functions. This Workshop is most suitable for those who have little or no experience of making presentations.

Benefits to You and Your Organisation
By the end of the Workshop, participants will be able to:

• Plan and prepare for presentations so as to make people listen
• Put themselves across both clearly and with confidence
• Be able to structure and present a persuasive argument at meetings
• Design and use visual aids to gain maximum impact and understanding
• Use non-verbal communication to aid listeners’ memory for key points
• Develop skills to “read” and respond effectively to the audience

Workshop Contents

• Planning and Preparation: the importance of Identifying Clear Objectives and Understanding your Audience’s Needs.
• Structuring the Presentation: Gaining Impact and Interest at the Beginning and End; the Order and Selection of Material; Organising Notes
• Dealing with Nerves: Techniques for Overcoming Fear / Nervousness
• Putting Yourself Across: Posture, Gestures and Facial Expressions; Using Silence Effectively; Effective Use of Vocal Skills
• Visual Aids: When to Use Aids and Techniques of Presenting them
• Handling Questions: Avoiding Pitfalls; Answering with Confidence; Listening Positively
• Practical Exercises: Participants’ Presentations; Tutor and Group Feedback and Analysis
• Personal Action Planning: Actions to be taken as a result of the Workshop

Please note the above Workshop requires minimum attendance numbers

Who Should Attend
Staffs who communicate business information to customers and colleagues using the written word; those new to the business world or those from education make the transition from academic language to commercial writing.

Benefits
By the end of the Workshop, participants will be able to:

• Write with increased confidence in a more structure and disciplined manner
• Communicate with the written word clearly, simply and understandably
• Produce business documents which are clear, professional  and effective
• Observe email etiquette

Workshop Content

• The Key to Success : A Clear Main Purpose; the Achievement of Clarity in Sentences and Paragraphs; the Correct Use of Punctuation and Grammar; Structuring Your Argument – the Beginning, Middle and End; Logic and Sequence; Layout; Formalities of Business Writing
• Planning the Content: Focusing on the Readers’ Requirements and Expectations; Gathering Relevant Information; Deciding what and what not to Include
• Choosing and Using Words: Accuracy; Brevity; Style and Tone
• Inter-office written communication: basic rules; why email? Messages
• Content and Quality of emails; what should and should not be in an email; confidentiality; managing emotion; responses to irate or aggressive emails; the “overnight” pause
• Email etiquette – a respectful approach
• Drawing it all together using  writing exercises
• The end result – is it clear, accurate and professional?