Effective Communication & Conflict Management

This workshop is very interactive and dynamic. Exercises and role-plays are built in to develop the participant's skills quickly. The handout is user friendly and it is a great tool for personal refreshment.
1 Day/Lecture & Lab
This course is designed for sales support staff
  • Effective communication
  • The process
  • 3 Elements
  • The art of active listening
  • 4 Communicator styles
  • Telephone skills
  • Developing assertiveness
  • Establishing trust, respect, and credibility
  • Seeing opportunities not objections
  • Types of unhappy clients
  • Their behaviours
  • Strategies to handle them
  • Words that change outcomes
  • Conflict resolution techniques
  • Saying no in a positive way
  • Personal Action plan

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