Page 1
Communication skills
Category overview
Category description is not available yet.
Contents
Active courses: 10
Price incl. VAT
418.20 €
Current VAT 23%
Duration
Day: 2 days · Evening: 3 days · Weekend: 2 days
Course overview
The Assertive Communication in Practice training is intended for everyone who feels the need to improve their resistance to pressure and dominance from others, stand by their opinions, or gain control in important situations. If you want to limit risks and uncertainty, give people around you the right picture of yourself and also consciously improve your health - by reducing internal conflict, stress and frustration, you have the opportunity to learn this in a safe environment, in training where more than 70% consists of practicing model and real situations from the lives of course participants. Assertive communication is based on creating a life attitude in balance, respect and regard for oneself and other people. Some people tend to behave aggressively in certain situations, others passively. Assertiveness creates space for agreement and compromises without using aggression or manipulation. It helps to gain balance in communication and in life. Assertiveness training offers many techniques and tools usable in conflict situations, which moderate the course of conflict and lead to achieving satisfaction on both sides.
Minimum input knowledge
No entry knowledge is required
Output knowledge
The training will teach you to listen to others, perceive and understand their feelings, needs and attitudes. Part of assertive communication is finding mutually acceptable solutions in open and direct communication. Maintaining self-respect even in a state of anxiety, or preventing manipulation. Based on practical demonstrations, you will be able to achieve your goals, strengthen your self-confidence and your social and work position. You will learn how to gain natural authority. You will find practical use in various situations in private and working life: in work and private conflicts, when leading and motivating people, when speaking at meetings, when giving and receiving feedback, when negotiating. Assertive communication teaches us to express our positions, opinions or attitudes nonviolently, kindly and openly. It leads us to healthy self-confidence, but never at the expense of other people. When we learn to use the tools of assertive communication, we suddenly find that we can stand up for ourselves, recognize manipulation and not allow ourselves to be manipulated. We learn to defend our position and even say NO in situations in which we previously could not manage it. We find that our relationships with our surroundings gradually change for the better. In relationships at home and at work, we will feel equal, be able to communicate without conflict, appropriately defend our positions and achieve goals through constructive conversations. Each participant will receive study materials of approximately 30 pages on the training topics and after completing the education receives a Certificate of Course Completion.
Training syllabus
Day 1 of Training
Self-knowledge, Where I Am Now
- self-diagnostics
Forms of Behavior: Aggression, Passivity and Assertiveness
- risks, benefits, disadvantages, comparison of behavior types in different situations
Philosophy of Assertiveness
- definition suitability of use benefit
Assertive Rights
Basic Assertive Techniques
- Lower and higher level of assertiveness
Identifying Manipulation
Counter-manipulation Techniques
Practical Skills
- modeling situations, practicing assertive behavior, questionnaire methods, guided discussion, extensive feedback
Day 2 of Training
Assertiveness and Manipulation
- types of manipulators and manipulative behavior how to recognize manipulation reaction to manipulation
Assertiveness and Conflict
- emergence of contradictions and conflicts behavior in limit situations types of reactions to conflict solution options
Assertiveness and Feedback
- positive feedback negative feedback 'I' as provider 'I' as recipient
Managing Emotionally Tense Situations Through Assertive Techniques
Practical Skills
- modeling situations, practicing assertive behavior, questionnaire methods, guided discussion, extensive feedback
Page 3
Key Communication Skills
Price incl. VAT
750.00 €
Current VAT 23%
Duration
Day: 3 days
Course overview
The 3-day package of Key Communication Skills courses contains 3 soft skills and personal development courses:
- Constructive problem and conflict solving
- Assertive communication
- Stress management and building resilience
The trainings are tailored for labor market services workers in accordance with the goals of modernization of labor market services, with the intention of increasing communication skills, psychological resilience and work effectiveness. We place emphasis on practical training of real situations from practice, minimum theory and maximum usable skills. Participants immediately try new procedures and leave with specific tools for everyday communication.
Minimum input knowledge
No special skills are required. The training package is primarily intended for employment services workers at all levels.
Output knowledge
Improving the ability to communicate clearly and calmly with clients and colleagues, reduce escalation of conflicts and manage changes and stress in everyday practice. Strengthening assertive communication of labor market services workers in demanding conversations with clients and in team cooperation. Also improving the ability to manage stressful situations and learn to face challenges.
Training syllabus
Part 1 Constructive Problem and Conflict Solving - Key Conversations in Our Practice
Working with Emotions
- one's own, and emotions of colleagues, clients
Paul Gilbert: Compassion Therapy
- three systems of emotion regulation
Motivation
- toward the desired change of behavior (me, colleague, client)
Conflict Management
- Kim Scott: Concept of radical candor:
- Radical candor, ruinous empathy, manipulative insincerity, obnoxious aggression
Performance Conversations
- , feedback
Conversations About Improving Processes and Cooperation
Conversations About Workload
Conversations About Managing Stress
- (me, client, colleague)
Conversations About Changes
- (me, client, colleague)
Solving Model and Real Situations from Participants' Lives
Part 2 - Assertive Communication
How Best to Express
- your feelings, needs, opinions - directly, clearly and politely
Positive Psychology
- : What behavior prevails in my life?
- Passivity? Assertiveness? Aggressiveness? What are the advantages/disadvantages of their "use"
Assertive Techniques
- How to work on self-regulation. How to regulate your emotions and keep impulsiveness under control so that we can manage everyday small things and save energy for solving essential problems.
Solving Model and Real Situations from Participants' Lives
Part 3 Stress Management and Building Resilience
Resilience and Stress Management:
- - Psychological and mental resilience, inner strength that enables us to manage changes, life challenges, goals, failures and come out of these situations strengthened.
Four Pillars of Resilience
"Psychological Immune System"
Performance and Stress
- - What stress is: positives/negatives
Burnout and Its Stages
Stress Triggers at the Workplace
Building Personal Resilience
First Aid in Stressful Situations
How to Understand and Work with Anxiety and Fear
- Anxiety and fear (difference)
- When I can manage on my own, when to seek professional help
- Why we tend toward negativity
- Why we are afraid not to be afraid
How to Reduce Threats
- (real and unreal), strengthen my real resources that allow me to face threats
How to Face Challenges Dealing with Changes
- - helping oneself and others in managing changes
How to Make Decisions in Times of Uncertainty
Coping Strategies for Managing Changes
Price incl. VAT
750.00 €
Current VAT 23%
Duration
Day: 3 days
Course overview
The 3-day package of Key Communication Skills courses contains 3 soft skills and personal development courses:
- Constructive problem and conflict solving
- Assertive communication
- Stress management and building resilience
The trainings are tailored for labor market services workers in accordance with the goals of modernization of labor market services, with the intention of increasing communication skills, psychological resilience and work effectiveness. We place emphasis on practical training of real situations from practice, minimum theory and maximum usable skills. Participants immediately try new procedures and leave with specific tools for everyday communication.
Minimum input knowledge
No special skills are required. The training package is primarily intended for employment services workers at all levels.
Output knowledge
Improving the ability to communicate clearly and calmly with clients and colleagues, reduce escalation of conflicts and manage changes and stress in everyday practice. Strengthening assertive communication of labor market services workers in demanding conversations with clients and in team cooperation. Also improving the ability to manage stressful situations and learn to face challenges.
Training syllabus
Part 1 Constructive Problem and Conflict Solving - Key Conversations in Our Practice
Working with Emotions
- one's own, and emotions of colleagues, clients
Paul Gilbert: Compassion Therapy
- three systems of emotion regulation
Motivation
- toward the desired change of behavior (me, colleague, client)
Conflict Management
- Kim Scott: Concept of radical candor:
- Radical candor, ruinous empathy, manipulative insincerity, obnoxious aggression
Performance Conversations
- , feedback
Conversations About Improving Processes and Cooperation
Conversations About Workload
Conversations About Managing Stress
- (me, client, colleague)
Conversations About Changes
- (me, client, colleague)
Solving Model and Real Situations from Participants' Lives
Part 2 - Assertive Communication
How Best to Express
- your feelings, needs, opinions - directly, clearly and politely
Positive Psychology
- : What behavior prevails in my life?
- Passivity? Assertiveness? Aggressiveness? What are the advantages/disadvantages of their "use"
Assertive Techniques
- How to work on self-regulation. How to regulate your emotions and keep impulsiveness under control so that we can manage everyday small things and save energy for solving essential problems.
Solving Model and Real Situations from Participants' Lives
Part 3 Stress Management and Building Resilience
Resilience and Stress Management:
- - Psychological and mental resilience, inner strength that enables us to manage changes, life challenges, goals, failures and come out of these situations strengthened.
Four Pillars of Resilience
"Psychological Immune System"
Performance and Stress
- - What stress is: positives/negatives
Burnout and Its Stages
Stress Triggers at the Workplace
Building Personal Resilience
First Aid in Stressful Situations
How to Understand and Work with Anxiety and Fear
- Anxiety and fear (difference)
- When I can manage on my own, when to seek professional help
- Why we tend toward negativity
- Why we are afraid not to be afraid
How to Reduce Threats
- (real and unreal), strengthen my real resources that allow me to face threats
How to Face Challenges Dealing with Changes
- - helping oneself and others in managing changes
How to Make Decisions in Times of Uncertainty
Coping Strategies for Managing Changes
Price incl. VAT
783.51 €
Current VAT 23%
Duration
Day: 3 days · Evening: 6 days · Weekend: 3 days
Course overview
The modular training program Communication Academy is focused on developing key communication and interpersonal skills. It will provide you with tools for building and maintaining positive and productive relationships in the workplace, as well as increasing the effectiveness of team cooperation. Developed communication and interpersonal skills create the difference between an average employee and an excellent team member. At the Communication Academy, you will complete 3 modules of communication trainings over 3 days. Effective communication is focused on developing participants' personal characteristics and planning the development of their communication skills. Assertive communication, as a set of rules for discussing factual issues, makes it possible to express one's own positions non-violently, kindly, and at the same time openly and decisively, and not to hide the intention to achieve one's goal. Professional telephone and e-mail communication will make it possible to learn useful processes of telephone and e-mail communication as well as the effective use of professional communication skills. Note: The modular training program contains more training days, with a time gap between them. The listed dates are the start dates of the program. For information about the dates of individual program modules, please contact us.
Minimum input knowledge
No special knowledge is expected.
Output knowledge
By completing the modular trainings of the Communication Academy, you will gain orientation in the possibilities of passing on information and acquire communication skills thanks to which you will improve your abilities in communication, achieving goals, as well as understanding the statements of others. Each participant receives study materials for the training topics and, after completing the education, receives a Certificate of Course Completion.
Training syllabus
Module 1: Effective Communication:
Communication, Transfer of Meaning and Communication Barriers:
- principles of the communication process types of communication and their prerequisites communication model and communication effect
Tools of Effective Communication:
- the most frequent causes of misunderstandings and tools for solving them identification of the meaning and expression of communication expressions of participation and interest in conversation active listening (training) nonverbal communication (facial expressions, eye contact, handshake, posture)
Situational Communication:
- communication in stressful situations assertiveness in conflict resolution and the art of saying "No!" communication techniques for providing feedback and constructive criticism personal development planning
Module 2: Assertive Communication:
What Assertiveness, Aggression and Submissiveness Are
Philosophy of Assertiveness, Assertive Rights and Techniques
Types of Reactions, Comparison of Assertive and Non-assertive Behavior, Their Advantages and Disadvantages
Module 3: Professional Telephone and E-mail Communication:
Professional Telephoning
- Structure of self-introduction Most frequent mistakes in telephoning Preparation for telephoning: arguments, questions
Conversation: Typology of Callers, How to Recognize Them, Ways of Dealing with Them
- Communication styles, how to recognize them and how to telephone with them Negotiation techniques for a telephone conversation Nonverbal communication during telephoning
Conclusion: Summary, Motivational Phrases, Farewell
- Paraphrases and summaries Motivational phrases, reference to activity after the conversation ends Evaluation of the phone call
Professional E-mail Communication
- Rules for writing messages Most frequent mistakes in writing messages Recommendations for message structure
Handling Crisis Messages
- Providing information by e-mail Complaints and claims How to write an effective e-mail
Price incl. VAT
1 308.72 €
Current VAT 23%
Duration
Day: 6 days · Evening: 12 days · Weekend: 6 days
Course overview
The Communication Academy modular training program is focused on developing key communication and interpersonal abilities. It will provide you with tools for building and maintaining positive and productive relationships in the workplace, as well as increasing the effectiveness of team cooperation. Developed communication and interpersonal skills create the difference between an average employee and an excellent team member. At the communication academy, you will complete 5 communication training modules over 6 days. Effective communication is focused on developing participants' personality characteristics and planning the development of their communication skills. Assertive communication, as a set of rules for discussing factual issues, enables one to express one's own positions non-violently, kindly, and at the same time openly and decisively, and not to hide the intention to achieve one's goal. Constructive problem solving and managing conflict situations serves to gain the knowledge and skills needed for successful resolution of conflicts and stressful situations in practice. Professional telephone and e-mail communication will enable you to learn useful processes of telephone and e-mail communication as well as effective use of professional communication skills. Note: The modular training program contains multiple training days, between which there is a time interval. The listed dates are the start dates of the program. For information about the dates of individual program modules, please contact us.
Minimum input knowledge
No special knowledge is expected
Output knowledge
By completing the Communication Academy modular trainings, you will gain orientation in the possibilities of passing on information, acquire communication skills thanks to which you will improve your abilities in communication, achieving goals and resolving conflicts, as well as understanding the statements of others. Each participant receives training materials of approximately 30 pages on the training topics and, after completing the training, receives a Certificate of Course Completion.
Training syllabus
Module 1: Effective Communication:
Communication, Transfer of Meaning and Communication Barriers:
- principles of the communication process types of communication and their prerequisites communication model and communication effect
Tools of Effective Communication:
- most common causes of misunderstandings and tools for resolving them identification of the meaning and expression of communication expressions of participation and interest in a conversation active listening (training) non-verbal communication (facial expressions, eye contact, handshake, posture)
Situational Communication:
- communication in stressful situations assertiveness in conflict resolution and the ability to say "No!" communication techniques for providing feedback and constructive criticism personal development planning
Module 2: Assertive Communication:
What Assertiveness, Aggression and Submissiveness Are
Philosophy of Assertiveness, Assertive Rights and Techniques
Types of Reactions, Comparison of Assertive and Non-Assertive Behavior, Their Advantages and Disadvantages
Module 3: Constructive Problem Solving and Conflict Management:
Conditions for Conflict Emergence and Types of Conflicts:
- contradiction and conflict, conflict situations behavior of hostile parties, conditions for conflict emergence constructive and destructive conflicts, ways of reacting to conflicts types of reaction to conflict and their advantages and disadvantages
Managing and Resolving Conflict Situations:
- managing anger, aggression, pressure and manipulation in conflict managing various types of problem situations and conflicts using assertive techniques according to the requirements and work situations of listeners
Practice of Managing Conflict in Model Situations:
- modeling and practicing problem situations short theoretical inputs, group exercises and modeling situations, questionnaire methods feedback and evaluation of the effectiveness and efficiency of the educational activity
Module 4: Professional Telephone and E-mail Communication:
Professional Telephoning
- Structure of introducing yourself Most common mistakes when making phone calls Preparation for telephoning: arguments, questions
Conversation: Typology of Callers, How to Recognize Them, Ways of Dealing
- Communication styles, how to recognize them and how to telephone with them Negotiation techniques for a telephone conversation Non-verbal communication during telephoning
Conclusion: Summary, Motivational Phrases, Farewell
- Paraphrases and summaries Motivational phrases, reference to activity after the conversation ends Evaluation of the phone call
Professional E-mail Communication
- Rules for writing messages Most common mistakes when writing messages Recommendations for message structure
Resolving Crisis Messages
- Providing information by e-mail Complaints and claims How to write an effective e-mail
Module 5: How to Communicate Change:
How to Understand the Change Process
- - Resistance to change: reaction to the loss or threat of something known, certain or important - Reason vs Emotions - 3 levels of resistance to change
Argumentation Path
- - Communication of meaning: mobilizing and inspiring "why" - Change communication model - Model: WHY - WHAT - HOW - IMPACT - SUPPORT - "Leadership story" as one of the most effective argumentation tools - Logical arguments - Psychological arguments
How to Manage Colleagues' Resistance and Objections to Changes
- - Position and motives - 10 reasons why people resist changes - Transformation of resistance/objection into a need
Micro-Habits of a Change Leader
Typology of Demanding Colleagues
Page 7
Assertive Communication
Price incl. VAT
232.47 €
Current VAT 23%
Duration
Day: 1 day · Evening: 2 days · Weekend: 1 day
Course overview
Assertive communication is a set of rules for discussing factual issues, with a factual attitude toward them and toward the partner. In it, one's own positions are expressed non-violently, kindly, but openly and decisively, and the aim of achieving one's goal is not hidden. It forms the basis of factual managerial negotiation, business negotiation and problem solving. That is precisely why this course is also focused on self-assertion, self-confidence, a positive approach to duties and successful handling of tasks, as well as conflict-free dealings with problematic people. Practical skills of assertive communication are offered by the two-day course - Assertive Communication in Practice.
Minimum input knowledge
No specific input knowledge is assumed.
Output knowledge
You will learn to communicate with people as equal partners, gain healthy self-confidence and confidence, and handle aggressive and conflict-prone people. You will learn to manage everyday duties without stress and apply autogenic training. The course is carried out on the basis of interaction, through illustrative examples and model situations, so that you learn to communicate with people at all levels and handle even unexpected situations. Each participant receives training materials of approximately 30 pages on the training topics and, after completing the training, receives a Certificate of Course Completion.
Training syllabus
Definition of Assertiveness
- What assertiveness, aggression and submissiveness are
Philosophy of Assertiveness
- assertive rights and techniques, risks of non-assertive/passive, aggressive/manipulative behavior, emergence of contradictions and conflicts, behavior in limiting situations
Types of Reactions
- comparison of assertive and non-assertive behavior, advantages and disadvantages
Types of Conflicts and Options for Resolving Them
- Ability to say "no", ask for a favor, accept praise, criticism, etc. Managing emotionally tense situations through assertive techniques
Modeling Situations and Practicing Problem Situations
- short theoretical inputs, modeling situations, questionnaire methods, guided discussion, extensive feedback...
Page 8
Effective Communication
Price incl. VAT
232.47 €
Current VAT 23%
Duration
Day: 1 day · Evening: 2 days · Weekend: 1 day
Course overview
The Effective Communication training is focused on developing participants' personality characteristics and planning the development of their communication skills. Communication is extremely important in many professions. Its importance in the workplace lies mainly in the fact that it co-creates relationships between individual employees. What does effective communication actually mean? First of all, it means being able to listen. It may sound paradoxical at first glance, but only a person who is able to listen carefully to what others are saying will later be able to respond correctly. It is very important that you can respect the opinions of others even though they do not agree with yours.
Minimum input knowledge
No specific input knowledge is assumed.
Output knowledge
You will acquire the knowledge needed for effective communication, which will help you better orient yourself in relationships and conduct a conversation appropriately to the given situation and type of person. You will learn to communicate effectively and gain a great bonus for your whole life. You will be able to establish and maintain relationships with others more easily, which helps successful progress in professional life and achieving a higher-quality personal life. Each participant receives training materials of approximately 30 pages on the training topics and, after completing the training, receives a Certificate of Course Completion.
Training syllabus
Do you think it is difficult for you to get to the point in discussions, meetings and conversations?
- You will learn to determine priorities and eliminate unnecessary things. Your meetings will be shortened by half.
Has it happened to you that you did not engage your business partner at first glance?
- We will teach you the basics of the communication process. When communicating with a partner, you will no longer encounter their lack of interest.
Do you have a problem with conflict resolution?
- We will show you how to communicate correctly in tense situations.
Or do you just not know how to communicate with some of your colleagues?
- We will teach you how to be liked in the workplace thanks to correct communication.
Training Program
- identification of the meaning and expression of communication for a relationship basics of the communication process, expression of participation and interest in a conversation types of communication, setting boundaries between private and professional life emphasis on non-verbal communication, importance of body language (facial expressions, eye contact) crisis communication and conflict resolution use of assertiveness in conflict resolution, expression of one's feelings and thoughts errors in assessing people; revealing individual differences importance of first impression setting boundaries between private and professional life business protocol
Price incl. VAT
239.85 €
Current VAT 23%
Duration
Day: 1 day · Evening: 2 days · Weekend: 1 day
Course overview
The Telephone and E-mail Communication development training in the environment of communication media is intended to develop professional communication skills for managers, salespeople, operators, marketing employees, assistants and everyone who uses a telephone and e-mail in their work. The course is focused on professional handling of various predictable and unpredictable situations with the aim of achieving desired results and goals in communication through communication media.
Minimum input knowledge
No specific input knowledge is assumed.
Output knowledge
The training will provide you with information and training in effective methods of telephone approaches, writing convincing and factual messages based on the principles that govern communication through media such as telephone and e-mail. You will practice procedures and methods for preparing, carrying out and evaluating phone calls and e-mails, which will significantly make it easier for you to achieve your personal or work goals. After completing the training, you will be able to evaluate the goals and benefits of your telephone and e-mail communication. You will gain confidence when making phone calls and a wide range of phrases and tools for actively managing a conversation. You will learn to adapt your communication style to your partner and ensure success in everyday and business communication. Each participant receives training materials of approximately 30 pages on the training topics and, after completing the training, receives a Certificate of Course Completion.
Training syllabus
How to Communicate Through Media, Options, Advantages and Disadvantages
Processes of Communication by Telephone and E-mail
How to Achieve the Desired Communication Effect
- structure of a telephone approach, techniques of effective telephoning (providing information, identifying needs, engaging the partner), conclusion of a telephone conversation and evaluation of the call, creation and structure of an effective message, convincing message in four steps
Resolving Critical Situations During Telephoning
- managing the conversation, handling communication with different personality types, using tone and pace of speech, motivating the partner
Security of Telephone and E-mail Communication, Risks and Their Elimination
Ethical and Legal Restrictions of Telephone and E-mail Communication
Professional Telephoning
- Structure of a phone call (introduction, conversation, conclusion) Structure of introducing yourself, Most common mistakes in a telephone conversation, Preparation for telephoning: arguments, questions
Telephone Conversation
- Typology of callers, Ways of dealing, Communication styles, Negotiation techniques for a telephone conversation, Non-verbal communication during telephoning
Conclusion: Summary, Motivational Phrases, Farewell
- Paraphrases and summaries, Motivational phrases, Reference to activity after the conversation ends, Evaluation of the phone call
Professional E-mail Communication
- Rules for writing messages, Instructions and practice of techniques for writing effective e-mails, Most common mistakes when writing messages, Recommendations for compiling message structure
Resolving Crisis Messages
- Providing information by e-mail, Complaints and claims
Page 10
How to Communicate Change
Price incl. VAT
232.47 €
Current VAT 23%
Duration
Day: 1 day · Evening: 2 days · Weekend: 1 day
Course overview
The training focuses on how to communicate change effectively so that people not only understand it but also accept it. Participants will learn to understand why resistance to change arises, how tension between rationality and emotions works and how to respond to these factors in communication. They will gain a specific model of change communication, learn to create persuasive arguments and work with objections or difficult reactions from colleagues. Practical tips for the everyday behavior of a leader that supports acceptance of change are also included.
Minimum input knowledge
The training is intended for managers, team leaders and everyone who communicates changes toward employees or colleagues and needs to manage their reactions, questions and concerns.
Output knowledge
The goal of the training is to develop participants' ability to communicate change clearly, persuasively and empathetically. Participants will learn how to explain the meaning of change, work with resistance and turn objections into constructive dialogue, thereby increasing the chance of successful acceptance of change in the team.
Training syllabus
How to Understand the Process of Change
- Resistance to change: reaction to the loss or threat of something known, certain or important Reason vs Emotions 3 levels of resistance to change
Argumentation Path
- Communication of meaning: mobilizing and inspiring "why" Model of change communication Model: WHY - WHAT - HOW - IMPACT - SUPPORT "Leadership story" as one of the most effective argumentation tools Logical arguments Psychological arguments
How to Manage Resistance and Colleagues' Objections to Changes
- Position and motives 10 reasons why people resist changes Turning resistance/objection into a need
Micro-Habits of a Change Leader
Typology of Difficult Colleagues
Price incl. VAT
232.47 €
Current VAT 23%
Duration
Day: 1 day · Evening: 2 days · Weekend: 1 day
Course overview
The "Call Center - Communication Skills" training is intended for call center employees, salespeople and everyone who uses the telephone as the main tool for contact with a client in their work. The training topics provide a clear and understandable introduction to the practical use of advanced communication techniques focused primarily on verbal communication. Participants will try techniques that can multiply the impact and effectiveness of their conversations with clients and at the same time will be able to use them immediately. The training uses elements and procedures of neuro-linguistic programming, which in the area of communication techniques represents one of the most effective methods of self-reflection and improving one's own potential.
Minimum input knowledge
No specific input knowledge is assumed.
Output knowledge
The course is focused on professional handling of situations when communicating by telephone. After completing the training, you will be able to evaluate the goals, benefits and reserves of your telephone communication. You will gain confidence when making phone calls and a wide range of phrases and tools for actively managing a conversation. You will learn to adapt your communication style to your partner and ensure success in everyday and business communication. Each participant receives training materials of approximately 30 pages on the training topics and, after completing the training, receives a Certificate of Course Completion.
Training syllabus
Structure of a Phone Call (Introduction, Conversation, Conclusion)
- Structure of introducing yourself Most common mistakes when making phone calls Preparation for telephoning: arguments, questions
Communication Styles, How to Recognize Them and How to Telephone with Them
- Negotiation techniques for a telephone conversation Non-verbal communication during telephoning Telephone communication: Loss of information during telephoning Non-verbal elements during telephoning: (voice modulation and smile)
How to Attract the Client's Attention, Questioning Techniques
- Closed and open questions, client support, starting the conversation Detection of client needs, active listening Active listening techniques (paraphrase, questions, expression of understanding)
Problem Phone Call
- aggressive client passive client refusing client complaint
Selected Techniques of Assertive Call Management
- "Broken record" "Open door"