BUSINESS SKILLS WORKSHOPS

BUILDING A BETTER TEAM

Good teams do not happen by accident

Your role as a Team Leader
Leadership Styles
Helping your Team Grow
Setting Goals
How to develop and maintain trust at work
Resolving conflicts

DEVELOPING EFFECTIVE TELEPHONE SKILLS

The telephone should not be taken for granted

Projecting the 'corporate personality'
Creating a good impression
Preparing for that call
Making Your Voice work for you
Customer Care on the phone
Effective Questioning
Active listening
Dealing with difficult customers

DELIVERING EXCELLENT CUSTOMER SERVICE

Caring for the Customer

What is a Customer?
Internal & External Customers
Why are Customers Important?
What is Customer Care?
Customer Care Skills
Communicating with your Customers
Excellent Customer Care in demanding Situations

THE POWER OF GOOD COMMUNICATION

Never assume because we communicate lots we do it well!

What is Communication?
Why is communication so powerful?
Benefits of effective communication in the workplace
Improving internal communication
Questioning & Listening Skills
Body Language and the silent language
Tools for effective communication
Communicate with others