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Program Details

Objectives :

  • Understand the importance of upholding the principles of effective communication.
  • Improve the ability to manage emotions and inner conversations to get the best quality feelings to serve customers.
  • Deepen the skills to manage personal resources to produce meaningful written communication.
  • Improve and broaden insights about written communication tips.
  • Improve skills using communication structured patterns.
  • Improve the ability to communicate effectively through writing.

Outline :

1. Communication Principles

  • a. People are Honest.
  • b. Highest Purpose.
  • c. Positive Process.
  • d. Win – win Outcome.
  • e. Commitment to Integrity.

2. Emotional Intelligence

  • a. Emotional Intelligence for Sincerity Services.
  • b. How to Listen Actively.
  • c. Building Relationship with Trust.

3. Communication Style

  • a. Style Identification.
  • b. The Four Style of Communication.
  • c. Communication Strategy.
  • d. Productive Communication.
  • e. .Managing Conflict

4. Structuring Your Communication

  • a. Opening and Introduction.
  • b. Details – Figures/Facts.
  • c. Response and Action.
  • d. Closing.

5. Tips

  • a. Steps to Good Business Writing.
  • b. Deadly Errors of Working with Writing Communication.
  • c. The Weakest Link in Our Business Writing.
  • d. Creating Writing Rapport.

6. Practice

  • a. Welcome Letter/Email.
  • b. Request Letter/Email.
  • c. Response Letter/Email.
  • d. Confirmation Letter/Email.
  • e. Follow-Up Letter/Email.

Other Information

Target Participants: 

  • Agent.
  • Senior Agent.
  • Team Leader
  • Supervisor

Duration : 2 Days Program

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