A One-Day Training
DEVELOPING
EFFECTIVE COMMUNICATION SKILLS
Facilitator:
CARLINA
A. PATUWO
Date & Venue:
3
July 2008
Hotel Ciputra, Jakarta Barat
09.00 – 17.00
Investment Fee:
Rp.
1,150,000.- / participant
Some practical ideas about how to talk to people so
they will respond to you, how to get people talking and build rapport.
One thing many people miss about communicating is that
other people prefer to talk about themselves rather than to listen to you - so
one way to make an impact is not to talk, but to ask people questions about
themselves and then listen to what they say. It sounds easy, but it takes
some practice. However, if you can get the hang of
it, it’s a real gift when you’re talking to clients, prospects, or
anyone else you’re trying to get to like you!
PROGRAM OUTLINE
· Basics of Communication
- Effective communication
- Barriers to communication
- 7C’s of communication
- Process of communication
- Do’s and don’t’s
· Telephone Etiquettes
- Before you place calls
- Answering the phone
- During the conversation
- Reports to callers
- Answering calls to others
- Transferring calls
- Obtaining the callers name
- Placing someone on hold
- Dealing with angry customers
- Concluding the call
· Listening
- 5 basic reasons we do not listen
- 4 types of listeners
- How to improve your listening
skills
· Questioning
- Types of questions
- Closed vs open questions
- Probing questions
For further information and registration, please contact:
CHOICE MANAGEMENT CONSULTANTS
Refi / Dewi – Program Support Officer
Telepon (021) 2511460 – 62 Facsimile
(021) 2511459
Replay Email: refi.choice@ yahoo.com ; dewi.choice@ gmail.com ; [EMAIL
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