EFFECTIVE COMMUNICATION STRATEGIES

Contents Overview Include

• Introduction to communication
  
• Self-awareness
  
• Communication model
  
• Golden rules of communication
  
• Types of communication
  
• Body Language
  
• Factors that help in communication
  
• Importance of conversing effectively
  
• Listening
  
• Importance of listening
  
• Process of listening
  
• Role of listening
  
• Barriers to communication
  
• The assertive formula-Deal with situations assertively
  
• Johari Window

ETIQUETTE AND GROOMING: SOCIAL AND PROFESSIONAL

Contents Overview Include

• Grooming (Men and Women)
  
• Personal grooming
  
• Accessories
  
• Attire
  
• What to include in a business wardrobe
  
• Meeting and greeting etiquette
  
• Making great first impressions
  
• How to meet and greet people (shaking hands, business card etiquette etc)
  
• Small talk
  
• Ways of remembering names
  
• Understand what terms are politically correct and which are not, and why
  
• Gain that extra edge that establishes trust and credibility
  
• Meeting etiquette
  
• Telephone and E-mail etiquette
  
• Dining etiquette
  

PRESENTATION SKILLS AND PUBLIC SPEAKING MASTERY

Contents Overview Include

• Elements of delivering an effective presentation
  
• Challenges in delivering a presentation
  
• First Impressions
  
• Interpersonal skills
  
• Speaking Characteristics
  
• Body language
  
• Voice modulation
  
• The skill of interactive listening
  
• Use of Visual aids
  
• Managing Anxiety
  
• Sticky situations
  
• Impromptu Practice Speeches
  
• Extempore Practice Speeches
  
• Prepared Speeches
  
  

CUSTOMER SERVICE TRAINING

Contents Overview Include

• Who Are Your Customers?
  
• Understanding and Meeting Expectations
  
• Your Self-Image
  
• Meeting Expectations
  
• Setting Standards
  
• SMART Goals
  
• Telephone Techniques
  
• Communication Skills
  
• The Talkative Caller
  
• Dealing With Difficult People
  
• Steps To Problem-Solving
  
• Resolving Conflict
  
• Service PRIDE
  
• Acting Assertively
  
• Managing Stress
  
  
  

TELEMARKETING SKILLS

Contents Overview Include

• How to change your skills to change your income
• Pre-call planning
• The critical communication skills
• Dealing with phone tag
• Building trust and respect
• Script and call guidelines
• Developing a follow-up system
• Building your telephone skills
• Learning to persevere
  

DIVERSITY TRAINING: CELEBRATING DIVERSITY

Contents Overview Include

• What diversity and related terms mean
  
• How has diversity changed your world?
  
• Understanding and identifying stereotypes
  
• Using politically correct language
  
• The four cornerstones of diversity
  
• The STOP technique
  
• How to discourage diversity
  
• Dealing with discrimination
  
• Preventing discrimination
  
• Managing for diversity
  
  
  
  

CROSS-CULTURAL TRAINING (UK AND OTHER)

Contents Overview Include

• Importance of Cross-Cultural Communication
  
• Thinking Global and acting Global
  
• Basic fact file of the country in question
  
• Do's and Don'ts : Social and Business etiquette
  
• Cultural nuances and body language
  
• Language differences and nuances in the usage of the English Language including pronunciation, idiomatic expressions , accents, jargon, slang etc
  
• Telephone and face to face communication styles in cross- culture sensitisation
  
• Bridging the Gap and creating a 'Global Village'
  
  
  
  
  

TRAIN THE TRAINER - Contents Overview Include

• Training objectives
• Effective trainers versus ineffective trainers
• Training aids
• Training techniques
• The training cycle
• Presentation skills
• Visual aids
• Using humor in training
• Explore different types of games
• Methods to elicit audience participation
• Dealing with difficult trainees
• Evaluating your training
  

COACHING :A LEADERSHIP SKILL

• Defining coaching
• Develop the coaching skills that help improve individual and team performance
• Five critical coaching skills
  
• Communications skills
  
• Non-verbal communication
  
• Johari Windows
  
• Learning styles and principles
• Methods of feedback
  
• Benefits/consequences approach
  
• Dealing with problem employees
  
• When not to coach

TEAM BUILDING AND LEADERSHIP

Contents Overview Include

• Characteristics of an effective team
  
• Why are teams important?
  
• Barriers in building an effective team
  
• Qualities of a good team player
  
• Types of team players
  
• Key traits of a manager
  
• Characteristics of an effective leader
  
• Motivation
  
• Handling pressure
  
  
  
  
  

BUILDING SUCCESSFUL RELATIONSHIPS

Contents Overview Include

• How to get people to like you
  
• Influences in forming relationships
  
• Building customer relationships
  
• Self-disclosure
  
• How to win friends and influence people
  
• Communication skills
  
• Sending the right non-verbal messages
  
• Managing mingling
  
• Networking effectively
  
• Developing an effective handshake
  
• Business card do's and don'ts
  
• Tips on remembering names
  
  
  
  
  
  

MOTIVATION AND STRESS MANAGEMENT

Contents Overview Include

• Understand that stress is a positive, unavoidable part of everybody's life
  
• Recognize the symptoms that tell you when you have "chronic stress overload"
  
• Identify those situations in your life that cause you the greatest stress
  
• Identify those actions which add to your stress
  
• Develop strategies for changing both the situations and the actions that can be changed
  
• Develop techniques for dealing with the situations and actions that can't be changed
  
• Confidence and attitude building
  
• Identify what motivation is
  
• Learn about common motivational theories and how to apply them
  
• Learn when to use the carrot, the whip, and the plant
  
• Discover how fear and desire affect employee motivation
  
• Explore ways to create a motivational climate and design a motivating job
  

TIME MANAGEMENT AND GOAL SETTING

Contents Overview Include

• Time Management: An Introduction
  
• Time Management: Goal setting
  
• SMART goals
  
• Tools of time management
  
• Prioritizing
  
• Planning
  
• Delegation and monitoring
  

ASSERTIVENESS SKILLS

Contents Overview Include

• Building your self-esteem
  
• Communication tools for more assertiveness
  
• The assertiveness formula
  
• Characteristics of assertive communication
  
• How to keep relationships amicable
  
• Dealing with difficult people
  
• Validation
  
• Assertiveness rating scale
  
  

SELF-ESTEEM AND CONFIDENCE BUILDING

Contents Overview Include

• Building your self-esteem
  
• Putting others at ease
  
• Make positive first impressions
  
• Fake it 'til you make it!
  
• Internal self-esteem factors
  
• Projecting self-confidence
  
• Developing inner self-confidence
  
• Negative vs. positive thinking
  
• Distorted thinking
  
• How to wipe out worry
• Giving and receiving compliments
• Discover ways to connect with people
  
  

CONFLICT RESOLUTION AND ANGER MANAGEMENT

Contents Overview Include

• Types of conflict
  
• The Johari Window
  
• The five stages of conflict
  
• Your conflict resolution style
  
• The Communication Funnel
  
• Questioning and listening skills
  
• Seven steps to ironing things out
  
• How anger affects our bodies and our minds
  
• Coping thoughts
  
• Express feelings appropriately
  
• Prevent a build-up of frustration
  
• How to deal with issues
  
• Staying calm
  
• Identifying anger pay-offs
  
• Relaxation techniques
  
• Identifying trigger thoughts
  
• Relaxation techniques
  
• Identifying trigger thoughts

NEGOTIATING SKILLS FOR RESULTS

Contents Overview Include

• Understand how often we all negotiate and the benefits of good negotiation skills.
• Recognizes the importance of preparing for the negotiation process, regardless of the circumstances.
• Identify the various negotiation styles, their advantages and disadvantages.
• Develop strategies for dealing with tough or unfair tactics.
• Gain skill in developing alternatives and recognizing options.
• Have the opportunity to practice the "how to" of these skills in a supportive environment.
  

CHANGE MANAGEMENT

Contents Overview Include

• The change process
  
• The human response to change
  
• The pace of change and the pace at which people adopt change
  
• The pyramid response to change
  
• Resisting and welcoming change
  
• The Four-Room Apartment of change and how to use it
  
• How to increase your resiliency to change
  
• Managing anger
  
• Dealing with stress
  
• An action plan for success
  
  

OTHER SERVICE OFFERINGS INCLUDE

SPEAKER SERVICES

• Keynote speeches
  
• Impromptu speeches
  
• Others
  
• Compering social and professional events
  
  

VOICE-OVER SERVICES

• Narrations
  
• Documentary work
  
• Adverts
  
• Others