₦airaland Forum

Overview
In today's fast-paced world, professionals have to be able to get their point across quickly or they won't be effective. To succeed in this type of environment, technical professionals need effective communication skills to accompany their technical prowess. The ability to communicate, cooperate, coordinate, resolve differences and persuade others effectively will determine success as much as the ability to perform the technical aspects of the job. This program will help technical professionals build rapport with a wide variety of individuals, prepare effective business documents and prevent unnecessary conflict.

Who Should Attend?
Technical professionals interested in maximizing their professional communication skills.

Prerequisites:
None.

Number of Days
1 day

Programme Content:
Characteristics of Technical Professionals
Strengths and shortcomings of technical professionals
Do you speak techie?


Defining Communication
Different levels of meaning
The communication process
Levels of communication


Communication Filters
Identifying filters: Age, race, ethnicity, culture, gender
Success attribution and others


Personality Assessment (Myers-Briggs Type Indicator®)
Assessment/interpretation
Type distribution
Team type
The need for opposites


Building Rapport
The ways humans connect
Paraphrasing statements
Encouragement
Non-verbal and subtext messages


Who Are You Talking To?
Communicating with your manager
Communicating with your customer
Communicating with your team
Reinforcing feedback
Corrective feedback


Writing Business Documents
What should you include
What action do you want readers to take?
Putting pen to paper
Use the active voice
Don’t let writer’s block bog you down


Electronic Communication
E-writing
Netiquette
The shape of email


Date & Time:
Saturday, August 11, 2012
Time: 9am – 5pm

Training Fee:
₦25,000

Training Venue:
10 Adebo Close, Off Wilmer Street, Ilupeju, Lagos

Inquiries:
training@businessitnigeria.com, 08164459492, 01-8426354 or click the link below:
http://www.businessitnigeria.com/Training.aspx?default=1

Are you a business professional who needs some practical skills that will help to boost business performance or are you a technology specialist looking to enhance your soft skills to complement your technical prowess?

Either way, there is a Business IT Nigeria course/workshop meant for you.

Course Title: What Customers Really Want and How To Help Your People Deliver It

Description: What is extraordinary customer service? We have all experienced it and, most likely remembered it. In this course participants will explore the concepts and benefits of superb customer service. Individuals will learn ways of building positive rapport with various types of customers and then apply those skills in activities and exercises throughout the course. They will dive deeper into workplace communication by examining the do’s and don’ts of technology, and how to use these advances to further their customer alliances. Further groups will practice learned skills in dealing with difficult situations and making every interaction a positive experience.

Audience: Professionals whose responsibilities require direct or indirect interaction with customers. For example, customer service professionals, receptionists, product support professionals, sales and marketing professionals, etc

Prerequisites
None.

Number of Days
1 day

Content:

1. Extraordinary Customer Service: Working Definitions
Defining extraordinary service


Who is your customer?


Building and exceeding service standards


2. What Constitutes Extraordinary Service
“Moments of truth”


Legends of service greatness


3. Return on Service Investment
Service transactions


Lifetime value of a customer


What is the cost of poor service?


Why customers leave


4. Building Customer Rapport
Controlling the call


Communicating in a clear and simple manner


Active listening skills


Combining words, tone of voice and body language


Questioning technique do’s and don’ts


5. Influential Communication
Setting expectations


“Door-opener” phrases


Saying “no” positively


Providing explanations (law, policy, etc.) plainly but pleasantly


6. Keeping Cool When the Customer is Angry
Five proven techniques for keeping calm


How to calm an angry customer


Recovery strategies


Avoiding burnout

Venue: 10 Adebo Close, Off Wilmer Street, Town Planning Way, Ilupeju


Date & Time
Saturday, June 23, 2012
Time: 9am – 5pm

Training Fee
₦28,000

Inquiries Call 08164459492