Interpersonal Skills Development Egyptian Banking Institute
Price: TBA
  • Locations: Dokki
  • Duration: 40 Hours

Course details

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.

Course Location

About Egyptian Banking Institute

A specialized and unique service provided by EBI's Research and Awareness Department. At the Egyptian Banking Institute, we produce publications every year about the EBI’s business performance, our charitable giving, our efforts to reduce the impact of our businesses on the environment, and other measures of our sustainability.

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