Transform Customer Experience with Advanced Communication Skills

28-29 Aug, 2024, AC Hotel Kuala Lumpur by Marriott

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Learn from the Best

Sharon Lee

Professional Experience

 

• Consultant

• Corporate Trainer

• Organizational Strategic Planner

• Branding & Marketing Strategist • Innovation & Design Thinking Practitioner

 

PRO Skills

• Workplace

• Interpersonal Skills

• Presentation Skills

• Customer Service

• Innovation & Design Thinking

• Branding & Strategic Marketing

 

Education

UK – University of Hull (Masters in Strategic Marketing)

USA – Hawaii Pacific University (BSc. in Marketing, BSc. in Entrepreneurial Studies)

 

SHARON LEE

 

SENIOR TRAINER & COACH

HRDCORP CERTIFIED

 

Good interpersonal skills are what set successful people apart from the average. A thriving career not only relies on an individual’s functional knowledge, skills, and ideas but also on their ability to communicate effectively and rally people around them for support and cooperation.

 

Interpersonal skills and communication go hand in hand and are achieved through talking, building rapport and trust, active listening, empathy, body language, and understanding how the other party thinks.

 

Sharon, a Product Innovator, Project Manager, and Strategic Planner, relies on all these skills to motivate and collaborate with stakeholders from various departments. She works collaboratively with her team to come up with the best ideas. She attributes her business success to strong interpersonal and communication skills, which have helped her achieve team cohesiveness and deliver successful projects on time.

 

Interpersonal and communication skills are the glue that holds teams and businesses together. Without them, managers may struggle to motivate and lead their teams, while employees may not have a clear understanding of the leader’s vision. Therefore, both skills are essential for both managers and employees to support the growth of their business.

 

While many people believe that interpersonal and communication skills are innate, they can be mastered with knowledge and practice. Once mastered, we can mitigate miscommunication, better understand people and situations, overcome differences, and build trust and respect.

 

By improving interpersonal skills, employees can improve engagement, teamwork, decision-making, and interdepartmental communication in the workplace. For this reason, interpersonal skills are the most sought after soft skills that organizations look for in their employees.

 

In designing this course, we asked thousands of participants about the communication challenges they face and incorporated their feedback. As a result, this training is highly applicable to the Malaysian work environment.

Venue Details

AC Hotel Kuala Lumpur by Marriott
9 JALAN LUMUT OFF JALAN IPOH,,
Fax : 0 3-40428000

https://www.marriott.com/en-us/hotels/kulka-ac-hotel-kuala-lumpur/overview/?scid=45f93f1b-bd77-45c9-8dab-83b6a417f6fe&y_source=1_MTQ 2NDU5MDEtNDgzLWxvY2F0a W9uLndlYnNpdGU%3D

Contact us

Juliany,
03 2283 6109
juliany@ipa.com.my

Phoebe,
03 2283 6100
phoebe@ipa.com.my 

FOR CUSTOMISED IN-HOUSE TRAINING
Jane,
03 2283 6101
Jane@ipa.com.my

ADDRESS 
A-28-5, 28th Floor, Menara UOA Bangsar, 
No.5, Jalan Bangsar Utama 1, 
59000 Kuala Lumpur
www.ipa.com.my

FOCUSING ON
  • Module 1: Recognizing And Overcoming ‘Noise’ In Communication
  • Module 2: Choosing The Right Channels To Communicate
  • Module 3: Successful Listening With The E.M.P.A.T.H. Framework
  • Module 4: Communication That Builds Trust And Respect
  • Module 5: Observe, Profile, And Then Speak Differently To Different Personality Types
  • Module 6: Phrases That Build A Business And Deescalate Tension For The Listener
  • Module 7: Practices And Phrases That Build Tension
  • Module 8: Managing A Difficult Conversation, Professionally And Politely
OBJECTIVES

In the highly competitive business landscape of today, providing exceptional customer service is crucial. Companies that make communication a top priority are well-positioned to offer a truly outstanding customer experience, one that can create loyal customers who return time and time.

Achieving a top-notch customer experience greatly relies on efficient communication. This entails actively listening to customers, comprehending their requirements, and providing prompt responses. It is the main avenue through which brands can establish a solid relationship with their customers. By cultivating favorable communication practices, businesses can guarantee that they are providing the most outstanding customer experience.

As a brand, it’s important to connect with customers on various platforms including online forums, email, phone, and in-person interactions. It’s essential to ensure customer communication is seamless and effortless to ensure their satisfaction. This course delves into the intricacies of communication across multiple channels.

AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Articulating the meaning and objective of customer service and its importance.
  2. Discovering the barriers to communication you’re facing at the workplace.
  3. Discovering the right communication channels for various types of information-sharing.
  4. Demonstrating the ability to be a successful listener.
  5. Demonstrating the ability to communicate with confidence and clarity verbally and in writing.
  6. Applying the personality model as a basis for crafting communication.
  7. Applying best practices in customer service communication.
  8. Articulating The Customer Value and apply that to make the customer experience more
    delightful.
  9. Discovering how the Customer Journey may be a smoother and winning experience for both
    parties
  10. Demonstrating the ability to write engaging, clear, and concise emails
  11. Discovering techniques to regulate one’s emotions as well as that of the customers’
  12. Discovering techniques to stay objective during stressful conversations
  13. Demonstrating professionalism in managing difficult conversations
WHO SHOULD ATTEND
  • Leaders And Employees
  • Customer Service Representatives
  • Sales Personnel
  • Client-Facing Employees
METHODOLOGY

During the training course, participants will have the chance to improve their skills through a comprehensive learning system that has well-defined objectives.

The course includes various activities such as knowledge sharing, reflection exercises, role-playing, group exercises, case studies, and brainstorming for solutions.

DAY 1
9:00

INTRODUCTION
MODULE 1: RECOGNIZING AND OVERCOMING ‘NOISE’ IN COMMUNICATION

  • Heard And Unheard Communication ‘Noises’.
  • Dialing Down The ‘Noises’.
10.45

MODULE 2: CHOOSING THE RIGHT CHANNELS TO COMMUNICATE

  • Intergenerational Preferences.
  • Choosing The Appropriate Communication Platform for Different Purposes
 

MODULE 3: SUCCESSFUL LISTENING WITH THE E.M.P.A.T.H.
FRAMEWORK

  • Non-verbal Communication
  • Empathy: Making the Communicator Feel Considered
  • Understanding The Need Behind the Response
1:00 Lunch
2:00

MODULE 4: COMMUNICATION THAT BUILDS TRUST AND RESPECT

  • Make An Impact with Your Presence and Voice
  • Pace, Pitch, Tone, Clarity, Volume
  • Qualities of a Good Phone Voice
  • Sound Human, Not Robotic
5:00 End of Day 1
DAY 2
9:00

MODULE 5: OBSERVE, PROFILE, AND THEN SPEAK DIFFERENTLY TO
DIFFERENT PERSONALITY TYPES.

  • Observe The Word and Body Language
  • Profile Your Customer
  • Picking the Right Communication Style for Every Receiver
10.45

MODULE 6: PHRASES THAT BUILD A BUSINESS AND DEESCALATE
TENSION FOR THE LISTENER.

  • Business Phrases That Will Help De- Escalate Situations
  • Business Phrases That Sound Like Music To The Ear
1:00 Lunch
2:00

MODULE 7: PRACTICES AND PHRASES THAT BUILD TENSION.

  • Business Phrases to Avoid
  • Best Practices in Managing Calls and Conversations
3:45

MODULE 8: MANAGING A DIFFICULT CONVERSATION,
PROFESSIONALLY AND POLITELY.

  • Turning Down a Request
  • Managing Difficult Customers
5:00 End of Course