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CONVERSATIONAL SKILLS |
TIME MANAGEMENT |
OBJECTIVE: Understand the importance as well as the barriers that effect our conversational skills. Details on how effective Listening and Probing impact our communication skills, and how it can help handle/resolve customer complains constructively.
DETAILS:
- Importance of Communication in today’s competitive environment
- The Basic Model of a Communication Process
- Techniques to communicate effectively: Listening, Probing, Rapport Building
- Barriers that block the communication flow within an organization
- Tips on how to resolve customer complains and create a Customer Wow
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OBJECTIVE: Managing daily activities in terms of saving time & planning your day constructively. Importance of time in terms of fulfilling commitments and meeting deadlines.
DETAILS:
- Importance of time management
- What are the various time wasters
- Environmental factors that lead to time wasters
- Tips to manage and consume your time productively
- How managing your time lucratively can reduces stress
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PEOPLE HANDLING SKILLS |
PERSONALITY DEVELOPMENT |
OBJECTIVE: Techniques on how to handle different customers with different attitudes.
Developing an Understanding of Behavior
ü Understand why people behave the way they do
ü Emotional impact of behavior - yours and theirs
ü Encouraging others to change non-productive work behavior styles
Positive Working Relationships
ü Adopting a positive approach to your relationships with others
ü Creating an open and honest working environment
Managing Difficult People
ü Recognize negative and aggressive behavior patterns
ü Understand and manage the situation rather than the person
ü Identifying and dealing with the underlying causes of difficult behavior |
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Personality:
Your Key to Success
“If we all did the things we are capable of doing, we would literally astound ourselves.”
DETAILS:
- Key concept about Personality
- Personal Hygiene and Grooming skills
- Developing a strong Self Image
- Enhancing Self Worth and Self Esteem
- Handling Group Discussions and Interviews
- Steps to relationship Building
- Cultivating the Habits of Successful People
- Applying the ten Secrets of Success
- Applying the Golden Principles of Happiness
- Developing a Balanced Personal
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STRESS MANAGEMENT |
TEAM BUILDING |
OBJECTIVE: How one can tackle stress at work, different types of stressors & how they affect our work .
DETAILS:
- What is stress
- Factors that give rise to stress related disorders
- Difference between positive and negative stress
- Tips to handle work stress effectively
- How managing stress improves job your performance
- How it improves employee’s overall health
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OBJECTIVE: Understanding the importance and significance of working together as a team. How the‘WE’ concept works better than the ‘I’
DETAILS:
- What is team building and it’s importance in today’s work trend
- Looking at the bigger picture and explaining ‘What is in it for them’
- Factors/barriers that effect team performance
- How to effectively tackle these barriers
- How clearly defined objectives and goals enhance team performance
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OBJECTIVE: Details on how to improve one’s tone, intonation, modulation with special focus on pronunciation.
DETAILS:
- Altering regional accents (MTI) to increase understanding for better customer interaction
- Engaging in extensive conversations and presentations to neutralize participant speech
- Verbal activities and tongue twisters during practice sessions
- Continuous feedback from trainer
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