Fear of public speaking is natural and can be overcome with training. Presentation skills have become more of a necessity for all levels of the work force-not just executives and sales people anymore. Individuals with powerful presentation skills understand how critical these skills are in presenting their messages and proposals.
- Training to the inexperienced speaker as well as a refresher for those with public speaking experience
- Dealing with fear and anxiety
- Objectives and structure
- Knowing your message
- Dealing with questions
Mastering the Art of Communication
A person’s ability to communicate effectively affects almost every aspect of their job. The farther up the management hierarchy a person moves, the more important this skill set becomes. Being able to communicate effectively saves time, reduces conflict and stress and ultimately affects the bottom line.
- An effective communicator is not typically labeled as such; they are more likely to be labeled “professional”.
- Foundations of effective communication
- Definition, components and process of effective communication
- Applications of effective communication
Using the telephone effectively is an integral part of any business and the savvy consumers of today demand professionalism and effectiveness.
- Telephone manners such as courtesy, friendliness and sincerity
- Telephone etiquette such as greeting, hold and transfer
- Customer focus such as prioritizing, committing and follow through
- Handling angry callers and how to build rapport
The need to communicate effectively increases as an individual moves up the ladder in the managerial world. The executive must also learn how to communicate in different and more challenging ways. As the scope of a person’s audience and responsibilities grows, errors or inadequacies get magnified.
- The need for finesse in execution
- Fundamentals, mediums and forums of communication
- Objectivity and knowing your objectives
- Managing perception, attitude and behavior
- Communication and assertiveness basics
- Meeting and facilitation
- Phone and email etiquette
World Class Customer Service
Every job is a service job, from the CEO to the janitor. If the service culture is created correctly, your external advertising gets much easier. Equip your team to make every customer touch point caring, memorable, and worthy of a favorable remark.
- Customer service is a feeling!
- Customer ‘satisfaction’ is misleading and can be deadly to any business.
- Service does not mean subordination or servitude, it means adding value in a way that is mutually advantageous.
- Proactivity and responsibility
- Attitudes and behaviors that support customer service
- Internal and external customers
- Difficult customers and the ‘art’ of saying no
- Perception and the ‘moment of truth’