Interpersonal Skills Development Egyptian Banking Institute

In this course, participants will learn the essential skills to raise their efficiency and increase their effectiveness within their workplace.

Course Objectives:

  • Describe the communication basics and process along with the different listneing techniques
  • Apply the excellent customer service equation in handling difficult customer
  • Apply the universal principles to organize time more effectively and reduce stress
  • Explain the concept of teamwork and the essential characteristics of effective teams
  • Discover the art of influence and self-awareness

Course Outline:

Module 1:Essentials of Communication Skills

  • The Communication basics
  • The communication process
  • The communication barriers
  • The communication elements (visual, verbal, vocal)
  • Geri’s Game (movie)
  • Listening for power
  • The importance of listening to customers
  • Risks and consequences of not listening
  • Are you a good listener?
  • Hearing versus listening
  • Effective listening techniques

Module 2:Dealing with your Customer

  • The excellent customer service equation
  • Greeting the customer
  • Determining needs
  • Meeting needs
  • Making the moment memorandum
  • Check results
  • Leaving the door open
  • Ways to discover hidden dissatisfied customers
  • Why customers become angry
  • The two “misses” – misunderstanding and missing information
  • Handling objection process
  • Handling different types of customers
  • The 6 rules of the great customer service

Module 3:Prioritizing and Time Management

  • Basic concepts of time management
  • Introduction to time management
  • Complete the six-steps time management process
  • Deficiency in time management
  • The Pareto 20/80 rule
  • How to analyze your time
  • Typical time wasters
  • The clock and the compass
  • The time management system
  • Setting and prioritizing goals
  • Maintaining a balance between the personal goals and business goals
  • Three positive habits for taking control of your time
  • Be proactive, be responsible
  • Begin with the end in mind
  • Prioritize tasks
  • Getting organized and started

Module 4:Working in Teams

  • Teamwork concepts
  • Introduction to the teamwork concept
  • Groups versus teams
  • Definition of a team
  • Team development
  • Stages of team development
  • Forming
  • Storming
  • Norming
  • Performing
  • The 6 Cs (confusion – conflict – control – cooperation – consensus – commitment)
  • The necessary conditions for creating a positive environment for teamwork
  • Negative versus positive team members

Module 5:The Art of Influence and Self-Awareness

  • Self-control and emotional balance
  • Develop the psychological dimentions at work life
  • Managing situations and influencing others
  • Managing relationships and conflicts
  • Discover your areas of strength and areas for development
  • Understand situations and developing emotional balance and influencing others tools
  • The 7 habits of highly effective people

Assessment Strategy:

  • Participants will be informally assessed on their interaction during sessions and their participation in exercises.

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