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Follow-up Module: Using communication tools to specific effects

Follow-up Module: Using communication tools to specific effects

Goals

  • To reflect on the goals and experiences of Module A.
  • To further develop and refine participants’ perception and communication skills.
  • To strengthen participants’ skills in dealing with customers.
  • To sensitize participants to body language and ensure that they are fully familiar with all present-day business manners and etiquette.

Module 9

General introduction (15-30 min / must-element)

  • Trainers introduce themselves.
  • Participants introduce themselves and state their expectations.
  • Communicate goals and structure of the day.
  • Explain and formulate course agreements.
  • Conduct a joint review of Module A.

Personal experiences with customers (60 min / must-element)

Identify challenging situations from participants’ own day-to-day work and use the communication tools acquired to date to try to tackle them.


Module 10

Body language and non-verbal communications (60 min / recommended)

  • Present the various components of body language and its most important signals.
  • Make the distinction between conscious and unconscious body language signals and their possible messages to recipients.

Module 11

Business manners and etiquette today (60 min - 1 day / recommended)

Present the main present-day business manners and etiquette for interacting effectively with customers from various cultural backgrounds.


Module 12

Perception and interpretation (30-60 min / recommended)

  • What factors influence our perception, how do we interpret what we have perceived, and what are our subsequent actions based on?
  • Refine participants’ perception skills via various exercises.

Causes of errors and dealing with errors within the institution (30-60 min / recommended)

  • Familiarize participants with the main causes of human misconduct.
  • What actions can help reduce the risk of this? How can we develop and maintain a learning culture, and what benefits can it provide?

Module 13

The Communication Square (The Four-Sides Model) (30-60 min / recommended)

  • Take a closer look at the interaction between the sender and the recipient of a communication (the Schulz von Thun Model).
  • Look together at the “Four Sides of a Message” and discuss these in more detail.
  • Sensitize participants to their own abilities to influence the communication process.

Module 14

Some behavioural tendencies when dealing with customers (based on Transactional Analysis) (30-60 min / recommended)

Familiarize participants with their own patterns of conduct and behaviour and how these can be adjusted to the customer’s conduct and behaviour, to develop and promote a beneficial relationship with the customer.

Understanding and appreciating our customers’ patterns of conduct and behaviour (30-60 min / recommended)

  • Expand and refine participants’ communication skills, to be able to identify difficult situations in good time and offer an appropriate response.
  • Use practical examples to develop “typical” customer behaviour and responses and analyze these.

Module 15

Further communication tools (60-90 min / recommended)

  • Choice of words: recognize positive words for positive discussions and use them, too.
  • Questioning and guidance techniques: leading customer discussions in a positive direction.
  • Dealing with objections: skilled responses and counterarguments.

Module 16

Feedback training (30-60 min / must-element)

Familiarize participants with the Rules of Feedback and practise applying these.


Module 17

Video training (60-90 min / must-element)

Use video training to present, analyze and process challenging day-to-day situations from the participants’ working world. When doing so, also take the opportunity to practise using the tools acquired to date.