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Power Up Your Business Communication

27-28 Jun, 2022, Remote Online Training - Public

IPA Training is Registered with

Venue Details

Remote Online Training - Public


Contact us

FOR COURSE DETAILS

Juliany,

Office: 03 2283 6109

Mobile: +60 122281247

juliany@ipa.com.my

Phoebe,

Office: 03 2283 6100

Mobile: +60 193637822

phoebe@ipa.com.my

Bee Teng,

Office: 03 2282 6112

Mobile: +60 172566121

beeteng@ipa.com.my

FOR CUSTOMISED IN-HOUSE TRAINING

Jane,

Office: 03 2283 6101

Mobile: +60 129418251

jane@ipa.com.my

Keith,

Office: 03 2283 0000

Mobile: +60 162272735

keith@ipa.com.my

ADDRESS

A-28-5, 28th Floor, Menara UOA Bangsar,
No.5, Jalan Bangsar Utama 1,
59000 Kuala Lumpur

FOCUSING ON
  • Getting Connected Today
  • Dealing with Different Personalities
  • The Power of 1st Impressions - Virtual and Non- Virtual
  • Using EI (Emotional Intelligence)
  • The Art of Professional Communication
  • Moving Forward in 2022
COURSE OBJECTIVE

In a fast-paced company, your top-notch service distinguishes you from the rest of your competitors, making you and your company the preferred choice.

This special 2-day course has been put together to help you develop the skills and attitude to be a customer focused business person.

COURSE LEARNING OUTCOMES (CLO)
  1. Recognise your company’s current customer service image.
  2. Identify your customers tactfully and professionally.
  3. Use knowledge building and sustaining good relationships with via open communication.
  4. Identify various conversations and minimising conflicts.
WHO SHOULD ATTEND
This course is suitable for Executives and Managers
METHODOLOGY
Interactive Lectures, Role plays, Group Activities and Case Studies
DAY 1
9:00

GETTING CONNECTED TODAY

  • Chat & Discussion
    - How the communication landscape has changed
    - Pros and cons
    - New discoveries and learnings
    - How do you want communication to be for current and future settings


10.45

DEALING WITH DIFFERENT PERSONALITIES

  • Building rapport and maintaining relationships
  • Personality profiling (DISC)
  • Understanding the different personality traits
  • How to tackle different personalities
  • Hot Words for different personalities

Activity 1 : Self-Assessment
Activity 2 : The Boulder
Activity 3 : Video
Activity 4 : Role Play

 

1:00 Lunch
2:00

THE POWER OF 1ST IMPRESSIONS - VIRTUAL AND NON-VIRTUAL

  • Understand the impact of 1st Impressions
  • Quick Tips for Positive Body Language
  • Using the Right Words
    - What you say vs how it is interpreted
    - What are the words to avoid?
    - Choosing positive words

 

5:00 End of Day 1
DAY 2
9:00

USING EI (EMOTIONAL INTELLIGENCE)

  • What is EI?
  • Developing Self Awareness
  • Managing Emotions
  • Putting yourself in Difficult Person’s Shoes and Managing them (Empathy)
    Activity : EI Assessment and Role Play


10.45

THE ART OF PROFESSIONAL COMMUNICATION

  • Influencing Skills - 5-Step Quick Guide to Influencing your team
  • Empathetic Listening
  • Managing Conversations
  • Conflict Reducing Techniques
  • The Power of 3 Questions
  • Turning differences in opinions to genuine interest for discovery of new ideas
  • Redirecting Focus to results and solutions

 

 

Activity: Simulation Game - Lost At Sea

Participants will work in teams. In this game, they are lost at sea and are given fifteen items to rank (items cards are given). Teams must rank the order of importance of the items based on the following guideline:
Approach the task based on logic. Avoid arguing for own individual judgments. Support only solutions they can agree at least. Avoid changing their minds if it is only to reach agreement and avoid conflict

1:00 Lunch
2:00

MOVING FORWARD IN 2022

  • Synergise and Align
  • As a single unit, produce three strategies to power up your communication internally and externally

 

5:00 End of Course