Effective Business Communication and Email Etiquette

Effective Business Communication and Email Etiquette for Managers

Effective Business Communication and Email Etiquette for Managers 1920 1080 GCSS Inc.

Introduction

Every interaction determines how you are perceived and how you can exert positive influence. Your ability to win conversations with customers is crucial for communication success. Outstanding service starts with solid relationships, and there are principles you can follow to maintain professionalism and strengthen relationships with customers.

Conveying a difficult message or handling a challenging situation, more than just resolving complaints, uses top tips and techniques in ensuring that you deal with the emotional and practical aspects of each customer’s issue. Thus, communicating effectively is one of the most powerful skills for achieving corporate success.

This course develops your ability to focus on your outcome, tune in to your customer and develop your message for clarity and impact. It will increase your ability to engage customers and build loyalty, and increase productivity.

Learning Objectives

  • Build stronger customer relationships through powerful communication
  • Study customer profile through their specific needs and communication styles
  • Apply emotional intelligence in dealing with difficult customers and handling challenging situations

Targets Participants:

  • Communication Benchmark — define your goals and identify the most effective methods of delivery
  • Foundation Skills — identify the resources and tools needed to execute successful communication
  • Influencing Power — use strategies to convince others and affect customer behaviors to develop more cooperative relationships
  • Strategic Communication — identify positive results and plan the best approach for achieving them

Program Duration

2 days, 4 hours per day

Program Outline/Course Overview

Module 1: Business Communication Overview

  • Set clear communication objectives
  • Assess current business communication skills

Module 2: The Communication Process

  • Identify the components
    • Verbal and Written
      • Express ideas and information clearly, concisely and effectively
      • Use top tips and techniques in writing effective business documents
  • Familiarize with the steps
  • Expose barriers and areas to improve

Module 3: Customer Profile and Approach

  • Apply emotional intelligence
  • Developing trust
  • Gain Rapport
  • Listen proactively
  • Use positive scripting
  • Probe as necessary

Module 4: Win-Win Situations

  • Determine the expectations of customers and address them both in oral and written form
  • Facilitate team communications and increase self-confidence
  • Gain willing cooperation and influence others
  • Apply methods to manage emotions and reduce stress when resolving complaints
  • Analyze the root causes of complaints to identify opportunities for strengthening customer relationships
  • Transform complaints into additional sales and service opportunities

Module 5: Summary and Action Plans

  • Work on individual case studies and debrief
  • Present group role play scenarios and evaluate
  • Conduct an interactive Q&A
  • Put together workshop key points and gather big takeaways for application
  • Accomplish a feedback form

For a complete course outline, email trainings@gcssinc.com. 

Download Sustainability Services Profile

FREE DOWNLOAD

Send download link to:

I confirm that I have read and agree to the Privacy Policy.

Subscribe to get exclusive content and recommendations every month. You can unsubscribe anytime.

Download Resiliency Services Profile

FREE DOWNLOAD

Send download link to:

I confirm that I have read and agree to the Privacy Policy.

Subscribe to get exclusive content and recommendations every month. You can unsubscribe anytime.

Download Productivity Services Profile

FREE DOWNLOAD

Send download link to:

I confirm that I have read and agree to the Privacy Policy.

Subscribe to get exclusive content and recommendations every month. You can unsubscribe anytime.

Download Sociability Services Profile

FREE DOWNLOAD

Send download link to:

I confirm that I have read and agree to the Privacy Policy.

Subscribe to get exclusive content and recommendations every month. You can unsubscribe anytime.