PTR Training presents
 

Interpersonal Business Communication On-Site Training

This course builds a foundation of relationship skills to help you communicate, respond to conflict, handle difficult situations, and relate to customers and coworkers.

Course Description/Agenda

This course builds a foundation of relationship skills to help you communicate, respond to conflict, handle difficult situations, and relate to customers and coworkers. You will earn interpersonal skills to help develop professional rapport  and defuse bad situations. You will increase cooperation, enthusiasm, personal productivity, and most importantly, job satisfaction.

Learning Objectives

• Understand and adjust to personality differences.
• Recognize non-verbal communication.
• Assertively communicate.
• Handle difficult people and situations.
• Resolve conflict and defuse anger.
• Build solid rapport with customers and coworkers.
• Instill confidence.

Course Agenda

1. Pinpoint the reasons, goals and purposes of effective communication.
2. Discover your own personality style and recognize the styles of others.
3. Understand gender and cultural differences.
4. Make great first impressions.
5. Use body language to your advantage.
6. Learn the levels of listening and become an "active" listener.
7. Learn the characteristics of an assertive communicator.
8. Practice negotiation tactics to create win-win solutions for day-to-day issues.
9. Learn when and how to say "no."
10. Handle touchy situations with tact, poise, integrity, and professionalism.
11. Respond to difficult people successfully, even under the worst circumstances.
12. Learn the "principled" approach to resolving conflict.
13. Defuse anger and avoid defensiveness.
14. Learn business etiquette for introductions, appointments, and business attire.
15. Use "charisma" to promote yourself.
16. Build trust and loyalty with communication rules to remember.

More Seminar Information

PTR Training Delivery Method  On-Site Training