Communication Skills

Advanced Practitioner Communications Skills


Overview

This is designed for the customer service staff who are tasked with maintaining the reputation, integrity and credibility of the company. This may well include the repair of damage done during previous dialogue with lesser-qualified staff during the early stages of compliant. It is also applicable to sales teams where the use of a higher level of communication can secure or keep the contract.

This training takes the enhanced communication skills of the Hostage Negotiator and places them in a variety of settings. The training will benefit anyone who wants to improve their workplace or personal communication skills whether they are involved in negotiations, interviewing, managing staff, developing staff, customer service or selling.

These advanced communication skills will allow you to build trust, rapport and increase your effectiveness every time you negotiate, interview or manage others.

Recipients of the training develop powerful listening and language skills that allow them to uncover peoples values and beliefs thereby enhancing their understanding of the persons needs. This will allow them to obtain better results for themselves and increase how effectively they deal with other people. These results are achieved without the communication resulting in confrontation.

The training includes a number of role plays and exercises that reinforce and develop the skills enabling you to communicate effectively and confidently in any situation.

Who Should Attend

This is designed for the customer service staff who are tasked with maintaining the reputation, integrity and credibility of the company. This may well include the repair of damage done during previous dialogue with lesser-qualified staff during the early stages of compliant.

It is also applicable to sales teams where the use of a higher level of communication can secure or keep the contract.

There are no prerequisites for the course, although Customer service staff and advocates of complain would benefit most, Where there is a need to resolve the issue and maintain a high company reputation. Designed for those people who ‘keep the customer’

Outline

Activity – first impressions exercise conducted prior to any introductions taking place

Myths of communication

  • The best way to obtain information
  • We control what we say
  • The mistakes around NVC’s

Communication Mastery

  • Taking your communication standard to that of excellence when required

 Bridge of Trust

Active Listening Skills involving several exercises to consolidate learning

  • Unlocking a persons secrets without them knowing you are doing so
  • Using the enablers 
  • Minimal encouragers
  • Echoing and use of the energy words
  • Stating the impression
  • Summary and paraphrase
  • Listening position and mirroring

 Negotiation Exercise

  • Designed to consolidate and give an understanding of the skills

Communication Rules

  • Understanding the rules that govern how we communication and adapting them to your personal advantage

Conversation Rules

  • Understanding the social rules about how we converse and maximizing their use

Questioning

  • It is a conversation not an interrogation
  • Types of questions
  • Expansion of open questions
  • Questioning funnel

Preparation & Planning (Preparation before vocalization)

Listening – the 3 levels of listening

Speed dating exercise – value and beliefs

The twelve most powerful words

  • A review of the twelve powerful words and their use
  • Exercise

Cialdini’s influencers

  • Influence and persuasion