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
