Communication Skills & Negotiation Strategies & Persuasion

Course Code: PR11

►Course Objective

 

  • An understanding of how to plan and execute communication
  • Awareness of one’s communication style
  • How to read and adapt to feedback and body language
  • Increased skill in presenting, questioning, listening and observing
  • Practice and confidence in delivering communications

 

►Target Audience

 

  • Customer-facing professionals
  • Customer Relationship Supervisors & Managers
  • Section head & Middle Managers
  • Customer Service team members

 

►Course Outline

 

DAY 1

Communicating Yourself

  • What is Communication?
  • Types of Communication
  • Your role and beliefs when communicating
  • How to listen; really listen…
  • Reading people
  • Developing your awareness

 

DAY 2

Verbal Communication

  • Self-awareness and Emotional Intelligence
  • Communication Styles
  • Para-language
  • Understanding the power of your voice and posture
  • Positive and negative language
  • Giving & receiving feedback

 

DAY 3

Non-Verbal Communication

  • The range of Non-Verbal communications
  • Body Language
  • Gestures
  • Communicating in Meetings
  • Written Communications outlined

 

DAY 4

The Art of Presentation

  • Preparing to present
  • Planning what to say (and what not to)
  • Visual Aids and Stagecraft
  • Using Q&A sessions to your advantage
  • Changing your Emotional State for success
  • Presentation Practice and Feedback

 

DAY 5

Influence, Persuasion and Conflict Management

  • A model of persuasion; Push versus Pull
  • Understanding Conflict and its positions
  • Who do you think you are (and come across)?
  • Talking Organisationally
  • Cross Cultural Communication
  • Planning to make a difference
  • The design of financial models for forecasting and decision-making


Register for this course


Date & Location

Date : 23 January 2022

Duration : 5 days

Place : Kuala Lumpur

Join This Course Now

Date : 24 July 2022

Duration : 5 days

Place : Istanbul

Join This Course Now

download the Course file