Hello Corporate

Introduction

• Ice Breaker
• Why are we here?
• Learning | Implementation | Upgradation
• Learning Objectives | Expectation Settings
• Student to Employee | The Transition
• Set a Path for Smooth Sailing
• Professional Image | Why
• Creating an Impactful Persona
• Establishing Credibility
• Change is the Only Constant | Enjoy it!
• Think Positively | Live Merrily
• Solution’ way of thinking
• Confidence Building
• Be the Change and See the Change

Interpersonal Skills

• Understand the Power and Effective Process of Sharing Constructive Performance
• Feedback – What, So What & Now What - The Role of Seeking Behaviour
• Developmental Feedback – The BOOST Approach
• Challenging Belief Systems to Explore and Create Breakthrough Orientation
• Understanding Emotional-Awareness
• Strong Relationship to Yourself for Better Relationship with Others
• Obstacles in Emotional-Awareness (EI)
• PAC Model and Positive Attitude
• Johari Window - Understand the Window of Self
• Operating with Sensitivity and Authenticity – Power of Sharing Confirmatory Constructive Feedback - Giving & Receiving

Communication Skills

• Communication Vs. Quality Communication
• Verbal
• Rhetorical Triangle
• Body Language | It Speaks a Lot
• Active Observing & Listening | The Source of Understanding
• Pro-activeness
• The Art of Effective Probing
• Assertive
• Modulation | The Emotions in Voice

Email-Etiquette

• The 7 C’s of Email Writing
• The Right Font, Size, Colour
• Using the Right Language and Tone in the Emails
• Dos and Don'ts of Writing, such as no blind copying, ensuring a signature, highlighting urgency/importance, avoiding long-winding sentences, etc.
• Explain Email Rules Specific to Attain Effective Communication Apart from Grammatical, Professional, and Readability Standards Followed
• Tips to Improve Email Writing

Understanding the importance of positive language in written communication

• Assertive Vs. Aggressive Writing
• How to Convert Negative Language to Positive
• Handling Flame Wars
• Phrases to Be Avoided
• Words to Be Refrained From
• The Impact of Positive Language

Conference call etiquette

• To Discuss Characteristics of Communication Over Phone and Challenges Associated with Phone Communication and a Basic Phone Conversation Structure
• To Understand Essential Techniques to Make Communication Effective Where Voice Alone Plays an Important Role
• To List Tips on Using the Hold Functionality and Transferring Calls
• Introduction to the PICTURE Technique, Key Elements to Watch Out For
• Discuss crucial steps while placing a colleague or client on hold and transferring calls

Time Management

• Prioritizing
• Scheduling
• Managing Interruption
  Important Tools
  • Urgency Vs Importance Matrix
  • Prioritization Grid
  • Planning & Scheduling
  Working Upon Common Obstacles to Time Management
  • Procrastination
  • Schedule overload
  • Email overload
  • Mismanaged meetings
  • Distractions
  • Interruptions
  • Phone Calls

Outlook Management

• Send Calendar Invites and Set Calendar Events
• Personal Information Management
• Save important emails, calendar events, and notes
• Schedule delivery of an email

Assertiveness Skills

• Finer Communication Nuances – Verbal, Vocal, and Visual
• The Importance of Facilitative Language & the Art of Asking Questions
• Managing Difficult Behaviours - The Art of Assertion
• Problem v/s Solution
• Decision Making
• Team Work and Collaboration - Team Building (Inside and Outside Office)

Customer Orientation

• Mastering Customer Interactions Program
• What Do Customers Want
• The Thing Called "Loyalty"
• Customer Satisfaction - Dissatisfaction - Satisfaction - Delightment

Customer service as a relationship building tool

• Right Knowledge, Skills and Attitude Needed for Complaint Handling Objections Handling with Assertiveness

Managing crucial conversations with clients/customers

• Customer Types and Their Expectations
• Customer Service Techniques
• Communication is the Key