Soft Skills Training Program Consists of the following courses:
- Time Management
- Presentation Skills
- Communication Skills
- Customer Care
Duration
Each of the courses will be conducted over 1 day.
Course Details
| Day 1 |
Time Management |
| AIM |
To highlight a range of techniques and good practice leading to more effective management of time, personal productivity and prioritization of tasks. |
| Objectives |
- Identify what time management actually is;
- State typical reasons why your time might be misused;
- State the key elements of the Urgent and Important Model;
- Identify the importance of working with your own energy cycles;
- Identify your current ‘time stealers’ and possible solutions;
- State a range of tools and techniques leading to more productive and effective use of your time;
- Identify simple methods to assist with prioritization of your tasks;
- Identify how to effectively undertake and interpret a personal ‘Time Log’;
- Develop a personal Action Plan.
|
| Day 2 |
Presentation Skills |
| AIM |
To highlight a range of skills and good practice to enable the development and delivery of effective presentations. |
| Objectives |
- State the 3 Stages in giving a presentation;
- Identify how to develop and prepare a presentation quickly and easily;
- State some of the keys to practicing a presentation in the right way;
- State the 3 Golden Rules of delivering a presentation;
- Identify good practice in relation to using basic visual aids;
- Identify how to best reflect upon and review a presentation;
- State a range of memory aids and select the most appropriate for you;
- State techniques to assist with the perception of a positive personal impact;
- Identify the range of Learning Styles and how to build these into your presentations;
- Prepare and practice a number of brief presentations;
- Receive constructive feedback on your presentations;
- Develop a personal Action Plan.
|
| Day 3 |
Communication Skills |
| AIM |
To highlight a range of skills and practical strategies in order to improve the impact of your face to face communication. |
| Objectives |
- State the components of the Communication Cycle;
- Identify potential barriers to effective communication and basic solutions;
- Identify your own Behavioral Style and recognize how to effectively deal with other styles;
- State the impact of your verbal, vocal and nonverbal communication;
- Identify your current verbal predicates (preferred use of word styles);
- State the impact of your vocal inflections on others;
- State some basic good practice in relation to your body language;
- Identify what is meant by ‘rapport’ and how you can build it into your communication with others;
- State a range of questioning styles and demonstrate good practice in posing effective questions;
- Identify the importance of active listening;
- Develop a personal Action Plan.
|
| Day 4 |
Customer Care |
| AIM |
To highlight a range of skills and good practice in order to deliver consistently high quality level of customer care. |
| Objectives |
- Identify the difference between an internal customer and an external customer;
- State the basics of what customers want and need;
- Identify the three important factors of customer service;
- State what is meant by the ‘ABC of customer care’;
- Identify a range of basic customer care standards;
- Identify reasons why customers might complain and the four types of complainer;
- State how to deal effectively with customer complaints;
- Identify ways to communicate positively with the customer;
- State a range of customer care ‘Do’s and Don’ts’
- Develop a personal Action Plan.
|
Registration Information
Telephone: +966.1.4661406
Fax: +966.1.4661398
Email: training@jodayn.com
