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Communication Strategies


18 Hours


By the end of this course, the participants will be able to:

  • Identify common communication problems that may be holding them back

  • Develop skills in asking questions

  • Identify what their non-verbal messages are telling others

  • Develop skills in listening actively and empathetically

  • Enhance their ability to handle difficult situations

  • Intrapersonal communication

  • Interpersonal communication

  • Dealing with different communication styles

  • Dealing with internal customers

Course Outline

  • Myths and Realities of Communication

  • Variables in the Communication Process

  • Encoding and Decoding

  • Principles of Effective Communication

  • Communication Channels

  • Direction of communication

  • Communication Process

  • Types of Communication

  • Johari Window Model of Feedback

  • Rules of Feedback;

  • Active and Passive Listening

  • Listening Barriers

  • Listening Styles

  • Non-Verbal Communication

  • The art of questioning

  • Dealing with anger

  • Dealing with difficult and problem people

  • Definition and conceptualization of intrapersonal communication

  • Definition and conceptualization of interpersonal communication and overview of categories

  • Etiquette of Customer Handling

  • Etiquette of Using the Telephone with Customers


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