This program aims at helping participants to:

• Get the right response and the right results through effective communication
• Gain confidence in your relationship-building skills
• Access the tools used by successful communicators
• Make a professional impression that will enhance your career and your company
• Build better rapport by really connecting with colleagues, clients and friends
• Understand the factors that contribute to building strong business relationships
• Manage conversations with tact, graciousness and style
• Ask the right questions and give the right answers in any situation
• Control your body language so you always make the best impression
• Win clients and customers over the phone with terrific telephone etiquette

 Outline

Make the right connections every time

• What makes successful communicators successful?
• The 3 levels of truly understanding others
• Why your relationships matter more than anything else
• Make your first impression count every time
• Your success factor is your professional image

Building strong relationships

• Establishing rapport from the moment you meet
• Finding common ground with everyone at every level
• Taking a sincere interest in others and their needs
• Balancing the political and social realities of relationships
• How you can benefit from non-verbal behaviour

Say what you mean and mean what you say

• Using positive vocabulary for a positive outcome
• Making your message clear with appropriate tone
• Asking the right questions to get the information you need
• Answering questions confidently and appropriately

Communication in action

• Step-by-step from "Hello" to "Goodbye"
• Making instant connections over the phone
• Top 10 tips for telephone etiquette that gets remembered
• Putting your best ear forward for successful communication
• Being courteous, tactful and gracious in every situation