Course Code: efrb
Duration: 8 hours
Prerequisites:

Equip participants with essential communication, relationship-building, customer service, negotiation, and presentation skills while considering cultural nuances.

Course Outline:

Introduction & Icebreaker

  • Course objectives and participant expectations
  • Interactive activity: "The Art of First Impressions"

 

Active Listening for Effective Communication

  • Importance of active listening in professional interactions
  • Barriers to active listening and how to overcome them
  • Practical techniques: Paraphrasing, Summarization, and Asking Clarifying Questions
  • Activity: "Listening Without Interrupting" – Role-playing exercise

 

Building Strong Professional Relationships

  • The role of trust, rapport, and credibility
  • Emotional intelligence in relationship-building - Change to: Communication in Interpersonal Relationships
  • Building Collaborative Communication
  • Activity: "Effective Communication in Difficult Conversations" – Role Play
  •  

Negotiation Skills for Win-Win Outcomes

  • Key principles of negotiation
  • Confidence in discussing terms and handling objections
  • Persuasive communication techniques
  • Activity: "Negotiation Challenge" – Mock negotiation exercise

 

3:30 PM - 4:30 PM | Presentation Skills for Impactful Communication

  • Structuring an engaging and clear presentation
  • Effective use of voice, body language, and visual aids
  • Adapting presentations for diverse audiences

 

Customer Service Excellence & Empathy

  • Understanding customer needs and expectations
  • Communicating professionally and empathetically
  • Handling complaints and difficult customers
  • Activity: "Dealing with an Upset Customer" – Role-play scenarios

 

Cultural Considerations in Communication

  • Understanding cultural differences in communication styles
  • Navigating cultural sensitivities in global business settings
  • General reminders on inclusive communication
  • Activity: "Adapting to Different Communication Styles" – Group discussion

 

Recap & Action Plan

  • Key takeaways from the session
  • Creating an individual action plan
  • Q&A and closing remarks