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 The purpose of this modular training programme is to improve a person's effectiveness when communicating with guests, fellow staff members, management, clients and suppliers.
The total programme consists of five modules. Each module focuses on a different aspect of communication. The modules are stand-alone modules and need not be completed sequentially. The course material is practical and the focus is on the challenges people face in their daily duties. Exercises and role-plays are designed to be practical, realistic and relevant to the actual work environment. Delegates will be able to implement the skills acquired and use the knowledge gained immediately after each module
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1. DEVELOPING A PRECISE COMMUNICATION STYLE: Spoken Language |
- the concept of communication
- eliminating slang
- professional service communication
- dangers of jargon
- lazy language and it's dangers
- developing a precise style of communication through questions and rephrasing techniques
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| Target Audience |
- All staff who deal with guests/customers, staff and managers.
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2.
INTERCULTURAL COMMUNICATION & ENGLISH SERVICE COMMUNICATION |
 cultures and communication- adapting to different international cultures
- communication and service
- 'up-selling' service and language
- practical service communication
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| Target Audience |
- All staff who deal with guests/customers, staff and managers.
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- the concept of business communication
- general pitfalls to avoid in written communication
- writing precisely and concisely
- principles in written business communication
- writing a business letter
- memos and electronic mail
- writing a report
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| Target Audience |
- All staff who have to communicate in writing to guests, suppliers and clients
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4.
BUSINESS COMMUNICATION
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- dealing with colleagues and managers
- dealing with clients and suppliers - face-to-face and telephonically
- all about meetings
- conducting a meeting
- contributing meaningfully to meetings
- pitfalls to avoid in written communication
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| Target Audience |
- All staff who have to deal professionally with clients, managers and colleagues
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- organising material
- preparing a presentation and equipment
- understanding an audience
- using a professional speaking voice
- breaking the ice
- getting the message across
- closing a presentation
- dealing with questions
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| Target Audience |
- All staff who have to make presentations to an audience
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