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Introduction to Business Communication Skills

Level:Introduction Duration:1 Day CII CPD Hours:6

Communicating effectively with customers can be challenging. That’s where our business communication skills workshop comes in.

When writing to or calling customers, it’s easy to lose sight of the original objective(s) of the communication in question. Communicating electronically makes better writing  – and an ability to communicate simply and directly – even more critical.

The ability to communicate effectively over the phone can make all the difference between a productive and an unproductive call, between success and failure.

This interactive business communication skills workshop provides practical help and guidance on developing the effective business communications skills that drive successful businesses.

  • After attending this workshop, delegates will be able to:
    • Organise and structure letters and e-mails logically to make them readable and easy to understand
    • Write English which is concise, accurate and readable
    • Use vocabulary, punctuation, tense and sentence construction to achieve the required style and tone of the document
    • Write in a style appropriate to the readership of the document
    • Checking your communications
    • Recognise the impact that telephone style has on the customer’s experience
    • Use effective questioning and listening skills as appropriate to the call
    • Handling difficult callers
    • Ensure that both human and business needs are met
  • Workshop content includes:
    • Introduction and objectives
    • Effective communication and Plain English
    • Planning and preparation
    • Structure and sequence
    • Writing to express not to impress
    • Proof reading
    • Using positive language
    • Directing a conversation, using the conversation cycle
    • Dealing with difficult calls
    • Taking responsibility – not taking it personally
    • Building rapport – skills and techniques to build rapport with every customer
    • Personal barriers and effective self-management

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