Communication

Target Audience

All

Aim

To improve the communication skills of the team to enable them to be more effective in communicating with both internal and external customers and suppliers, whether written or verbal, and whether face-to-face or remote.

Objectives

By the end of this workshop, participants will be able to:

• Explain what is meant by internal and external customers and suppliers.
• Explain an acronym--SCRAP--as an aid to more effective letter and email writing.
• Identify several behaviours indicated by body language.
• Explain the correct application of open and closed questioning techniques.
• Illustrate the difference between Passive, Assertive, Aggressive, and Passive/Aggressive behaviours.
• Explain and identify behaviours appropriate to good telephone technique.
• Explain the purpose of the 'praise sandwich' when giving feedback to others.

Duration

Three to five days.

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