Win-Win Communication for Greater Success

Course details

PROGRAM OVERVIEW

Everyday, organisations are overloaded with many phone calls, enquiries, written and email requests from the public, customers, suppliers, colleague, etc. The “Win-Win Communication” Programme is designed to equip participants with the communication skills to offer clear and concise replies that project a professional image for the organisation and at the same times, create a positive customer service experience.

LEARNING OBJECTIVES

• Communicate effectively by verbalising their thoughts appropriately
• Express themselves correctly and professionally
• Use correct English expressions instead of Singlish
• Improve grammar & writing skills in emails & business letters
• Improve quality of written communication
• Project a professional image
• Create a positive customer service experience
• Say “No” positively & professionally
• Express goodwill and initiate win-win engagement

PROGRAM CONTENT

Introduction – The Importance of Applying Win-Win Communication at the Workplace

Part I : Win-Win Speaking

• Listen to Understand
• Clarify & Confirm
• Applying the 7 Principles of Effective Communication
• Avoiding Common Errors in Spoken English & Reviewing Singlish
• Saying ‘No’ Professionally

Part II : Win-Win Writing

• The Importance of Good Business Writing
• Professional Guidelines to Writing Email & Business Letter
• Applying The Art of Good Business Writing
• Grammar & Common Writing Errors
• Writing Win-Win Replies

CONCLUSION & SUMMARY

• Summary
• Writing Practice