Categories for Communication Programmes

Telephone Excellence [2 Days]

The Telephone Excellence programme covers all key aspects of proper conduct and practices in the reception area, and equips front-line telephonists with the practical skills to operate productively and efficiently in this environment.

This workshop is also designed to encourage new and experienced front-line staff to interact, and to discuss the challenges of their position, solve problems and enhance their motivation and commitment to this critically important role.

  • Employing effective telephone etiquette
  • Answering the telephone according to organisational standards
  • Processing incoming calls according to organisational standards
  • Processing outgoing calls according to organisational standards
  • Using the telephone effectively in a business environment
  • Importance of answering the call in a professional manner
  • Taking accurate messages and relaying effectively and timeously to the recipient
  • Transferring the calls and keeping the client informed of delays
  • Assisting customers with requests.
  • Improving communication skills, questioning and listening techniques.
  • Dealing with difficult callers
The primary objective of our training is to ensure that the knowledge acquired is applied successfully, adding real value and making a visible difference to work performance in the business environment. The courses have a strong focus on an outcomes based approach and are facilitated on a highly interactive basis encouraging active delegate participation using:

  • Role-plays
  • Break-away sessions
  • Relevant business exercises
  • Presentations
  • Demonstrations
  • Questionnaires
  • Discussion activities and
  • Case studies

High emphasis is placed on learning through ‘doing’ where learners are presented with real life and workplace case studies ensuring delegates develop knowledge and confidence to take their enhanced skills back into the business environment and apply them successfully. The group leaders are trained to create a comfortable atmosphere where delegates can evaluate themselves and their skills, generate ideas and solutions to problems and plan suitable growth in the workplace.

  • Effective Telephone Etiquette
  • Answering the Telephone
  • Processing Incoming Calls
  • Processing Outgoing Calls
  • Dealing with Difficult Callers
  • Observation Checklist
  • Knowledge Questionnaire: Formative Assessment
Quality Customer Service [2 Days]

The Quality Customer Service training programme is for delegates to become more professional and effective in the way they handle both face to face and telephone service when dealing with internal and external customers. Delegates will understand the impact on them and their organisation of providing the best possible service learning to communicate with customer’s in a professional and effective manner.

  • Defining good service
  • Adapting a professional approach to clients
  • Communicating correctly with customers
  • Building customer relationships
  • Dealing with difficult clients
  • Analysing service levels
  • Personal accountability
The primary objective of our training is to ensure that the knowledge acquired is applied successfully, adding real value and making a visible difference to work performance in the business environment. The courses have a strong focus on an outcomes based approach and are facilitated on a highly interactive basis encouraging active delegate participation using:

  • Role-plays
  • Break-away sessions
  • Relevant business exercises
  • Presentations
  • Demonstrations
  • Questionnaires
  • Discussion activities and
  • Case studies

High emphasis is placed on learning through ‘doing’ where learners are presented with real life and workplace case studies ensuring delegates develop knowledge and confidence to take their enhanced skills back into the business environment and apply them successfully. The group leaders are trained to create a comfortable atmosphere where delegates can evaluate themselves and their skills, generate ideas and solutions to problems and plan suitable growth in the workplace.

  • Introduction to Customer Service – 21st Century Challenges
  • Good vs. Poor Service
  • Who is my Customer?
  • Customer Satisfaction
  • Wow! Service – Going the Extra Mile
  • Dealing with Customer Complaints
  • Measuring Customer Service
  • Courtesy
  • Communication Skills – a Vital Tool for Excellent Customer Service
  • Module 1: Understanding and Communicating with your Customer
Professional Report Writing Skills [2 Days]

The programme has been developed to assist delegates to grasp the essential components of various types
of reports and their formats. Delegates are shown how to plan, write and edit reports for use as executive
decision-making tools, including validation in order to present credible reports for management evaluation.

  • Writing and improving the quality of business reports
  • Compiling reports to ensure that content and format are appropriate
  • Determining the focus of the report – deciding on correct content
  • How to select format and structure to meet the readers needs
  • Ensuring that the document sequence is logical and meaningful
  • Presenting information differently: text, graphs, tables, and diagrams
  • Organising and structuring a technical text appropriately
  • Presenting the same information in different ways
The course will benefit office professionals who are responsible for developing and presenting information in
report format.
  • Introduction to Up-to-Date Report Writing
  • Up-Dated, Up-Graded Business Writing
  • Clarifying the Purpose and Type of Report
  • Planning to Meet your Reader’s Requirements
  • Information Sourcing
  • Liaising with Recipients and Distribution
  • Compiling an Investigative Report
  • Compiling a Report for a Specific Function
Perfect Presentation Skills [2 Days]

The ability to present oneself effectively with confidence is one of the most highly sought after skills in the
workplace. This course will give the delegate the tools to present to both large and small audiences. The
delegate will learn the skill of adapting to different audiences in varying presentation circumstances including
formal presentations, meetings, interviews, negotiations, debating sessions and team presentations. The
focus is on gaining skills through practical application of the theory and skills covered.

  • Understanding the characteristics of a good presenter
  • Overcoming the “Fear Factor”
  • Applying the presentation process from planning to question and answer sessions
  • Analysing the audience
  • Successful interaction with the audience, maintaining sound group dynamics.
  • Reinforcing the message – key words, pace, transitions, body language
  • Participating in/conducting formal meetings, discussions, debates and negotiations.
  • Using appropriate visual aids to enhance the presentation.
  • Drawing successful conclusions
The two day course targets business professionals who communicate on a regular basis with individuals of
different levels of skills, knowledge and ability. The course is open to all business professionals, and may
include those who make formal proposals, present reports with PowerPoint presentations, manage projects,
debate and negotiate, chair meetings, conduct interviews, who are active in sales and who may meet and
introduce external clients.
  • Introduction to Perfect Presentations
  • The 10 Step Presentation Process
  • Strategies to Capture and Keep the Audience Interested
  • Identifying And Responding To Manipulative Language
  • Final Presentation and Evaluation
Negotiating for Results [2 Days]

The Negotiating for Results programme focuses on the techniques, structures and interpersonal
communication skills necessary to increase the chances of a successful outcome to negotiations. The
workshop takes a practical view, in part behavioural, but also technique driven. It will provide delegates who
negotiate to go about their job with a heightened awareness that will allow them to use the appropriate
techniques throughout their negotiations. It will also help them understand the other party’s point of view, how
to act professionally throughout the negotiation process and to build on-going relationships with other party.

  • Understanding the need for negotiation skills in business
  • Identifying the characteristics of a good negotiator
  • Identifying individual negotiating styles
  • Knowing and applying the steps in the negotiation process
  • Explaining strategies that could be used in negotiation
  • Preparation – information gathering and goal setting
  • Developing communication skills essential to negotiate successfully
  • Gaining confidence – demonstrating persuasive and assertiveness techniques
  • Achieving the best deal/outcome possible
  • Introduction to Negotiation
  • The Preparation Phase
  • Important People Skills for Successful Negotiators
  • The Negotiation Process
Minute Taking for Meetings [1 Day]

The Minute Taking for Meetings workshop has been developed to prepare office professionals with the skills
they need to be effective in running meetings and keeping accurate minutes.

  • The purpose and objectives of minutes
  • Identifying different types of minutes
  • Planning and preparing communications prior to meetings
  • Producing a well-constructed agenda in the correct time frame.
  • Optimising resources
  • Preparing correct and sufficient equipment required to take minutes
  • Understand the importance of accurate recording and producing of concise minutes that reflect
    proceedings.
  • Distributing minutes to the correct list, different methods of distribution and the importance of keeping
    to a time-frame
The workshop is aimed at office professionals who are responsible for meeting notification, agendas,
procedures and minute taking.
  • An Introduction to Meeting Matters
  • Agendas
  • Meeting Procedure
  • The Purpose of Minutes of Meetings
  • Preparing to Take Minutes
Mastering Business Communication [2 Days]

Communication is the cornerstone of all our interpersonal relationships and the foundation of all areas of effectiveness in our lives. With the constant increase of pace, the complex choices we have to make and the range of communication channels available, we have to access new and smarter ways of communicating. In exploring these ways, this programme includes a look at Emotional Intelligence, Social Intelligence as well as the pillars of Neuro Linguistic Programming in order to give the learner a deeper understanding of the need for our communication to become more intelligent and intuitive

  • Project a professional, positive personal image
  • Learn how to use positive language
  • Select and apply the correct communication channel
  • Ensure your communication has a clear purpose and objective
  • Be aware of sensory acuity and develop rapport
  • Develop presentation skills
  • Master difficult conversations
  • Develop confidence in giving and receiving feedback
  • Master the art of modern written communication.
The two day course targets all business professionals who communicate on a regular basis with individuals
of different levels of skills, knowledge and ability. The course is open to all individuals who need to master the
skills of communicating in a diverse community using either written, verbal or non-verbal skills
  • Projecting a Positive Personal Image
  • Understanding effective Business Communication
  • Building Relationships
  • Verbal Communication Intelligence
  • Positive Interpersonal Communication
  • Mastering Written Communication
  • Self-Assessment Opportunities
Essential Assertiveness Skills [1 Day]

The programme is a one-day workshop designed to explore the delegates’ interpersonal skills which enhance the ability to communicate successfully with clients and peers alike. The course offers tools and techniques for developing and improving confidence through assertiveness skills in the work environment.

  • To explore the importance of self-confidence in business communication
  • Understanding the advantage of assertive behaviour compared to passive or aggressive behaviour
  • Identifying different types of assertive behaviour
  • Recognising the importance of adapting to different situations where assertive behaviour will be to the
    person’s and organisation’s advantage
  • To apply assertive communication with fellow workers
  • To role-play different assertive techniques to identify strengths and weaknesses
  • To create a productive work environment where positive and transparent assertive communication is
    valued
The workshop will benefit office professionals who intend to improve their interpersonal skills. Individuals from all areas of the work environment can attend this intervention re-examine the way they evaluate themselves and as an opportunity to explore new ways to communicate and co-operate with team members and clients.
  • Confident and Assertive Behaviour
  • Communication in the Workplace
  • Assertive Techniques
Email Etiquette [1 Day]

In this age of fast changing technology, email is the preferred and often most efficient form of business
communication. Yet many organisations overlook the etiquette framework that should be in place when using
this very important business communications tool.

Email Etiquette will provide you with the skills and techniques necessary for managing emails, creating and
managing groups, writing professionally with effective email structures, creating signatures and templates and
more. Learn how to draft emails that are clear and concise and won’t be misinterpreted by co-workers.

The majority of office staff use email, Internet, or both while at work and most are convinced it makes them
more productive. However, the explosion of unnecessary and time-wasting emails is one of the biggest
sources of complaint. Some 35% of workers said they received high levels of emails that were either time
wasting or unnecessary. This evidently points to the volume of emails that are directed to people without a
clear purpose.

In an increasingly knowledge-based economy, it is critical that information is widely accessible and able to be
utilised effectively in the workplace.

  • Develop a heightened awareness of the potential dangers of digital communication
  • Master effective email structures to achieve clarity and successful communication
  • Learn to write for the reader, starting with effective subject lines
  • Carefully consider the email recipients
  • Learn to work within principles to ensure professional, clear and effective emails
  • Perfect grammar
  • Format messages for readability
  • Learn to write professionally
  • Learn to avoid senders regret by proof reading
  • Understand the concept of ‘netiquette’
  • Master the inbox using some core principles and email functions
  • Pre-Course Self-Assessment
  • Introduction to Email Etiquette
  • Create Structure for Success
  • Rules of Thumb
  • Perfecting Grammar
  • Formatting your Email Message
  • Branding
  • Polishing Your Cyber Manners
  • Netiquette Guidelines
  • Managing Email Overload
  • Personal Accountability & Commitment Plan
Brilliant Business Writing Skills [2 Days]

The programme is designed to provide learners with the ability to follow a process in writing texts required in business. It is intended to promote clear, unambiguous communication in plain language and to improve the quality of written letters and other texts that are specific to a business environment. The programme will enable learners to recognise and effectively apply modern textual conventions.

Learners will gain a fundamental understanding of up-to-date written business communication so that they can write clear, concise, correct and effective documents. They are shown how to plan, organise, write and edit letters, meeting documents, emails and other written business communications.

  • Understand the purpose of effective business writing
  • Improve writing through clear communication
  • Plan writing and collect relevant information
  • Identify texts specific to a particular business function
  • Identifying the key audience
  • Checking information for accuracy, bias and stereotyping
  • Using plain, up-to-date language in business documents
  • Identify effective information transfer – style and tone
  • Drafting and editing of business documents
  • Checking for accuracy and factual correctness
  • Using appropriate grammar
The course has been developed primarily for English second language speakers who need to develop their written communication. However, the workshop has been utilized successfully for English first language speakers as well.

This intervention will assist the audience with a comprehension of written communication philosophies to enable the learner to communicate properly and accurately.

Learning assumed to be in place and recognition of prior learning – there is open access to this unit standard. Delegates should be competent in Communication at level 3.

  • Introduction to Business Communication
  • Textual Features and Conventions
  • Composing Text – Techniques to Aid Writing
  • Correct Communication Format
  • Evaluation