Module 2 : Trainee Handouts

Communication Skills

Total Duration: 24 Hours

We will Learn:

1. Business Essentials for Frontline Customer Service

Professionals
2. Vocal Makeover: Proven Techniques for a Winning
Voice
3. Power Phrasing: Winning Word Choices for
Effective Communications
4. English for Business Preliminary Level
a Reading and Writing
a.
b. Speaking
c. Listening
Business Essentials for Frontline Customer
Service Professionals
First Impressions

¾ Understand the impact of impressions

and perceptions from your customer’s
view.
¾ Why
Wh it’s
it’ vital
it l tto presentt a professional,
f i l
business-friendly image consistently.
Frontline Responsibilities

¾ Key insights into greeting and

screening visitors and the reception
environment.

¾ The importance of being pro-active

and having a business-friendly mind-
set.
Attitude is Important

¾ Empowering attendees to use initiative and be

willing
g to accept
p responsibility.
p y

¾ Using a can-do attitude when dealing with

internal and external customers.
Customer Focus

¾ Steps for building rapport with

customers whilst establishing their key
needs.

¾ Using effective listening skills, being pro-

active
i and d the
h importance
i off following
f ll i
up if required.
Vocal Impact

¾ Learn the power of positive wording and effective use of voice clarity.

¾ What
h to say, h
how to say it - tone, pace and
d pitch.
h

¾ How to increase professionalism by slashing-the-slang and voice

improvement exercises.
Remain Professional under Pressure

¾ Strategies for prioritizing and managing calls.

¾ How to maintain composure and handle
complaints effectively.
¾ How to deal with difficult people on the phone
and face-to-face.
Personal Image

¾ Understand the importance of personal image

of the frontline position.

¾ Guidelines
G id li on business
b i d
dress and
d grooming
i
standards for the frontline position.
Types of Communications: Face to Face
Vocal Makeover: Proven Techniques for a Winning
Voice

If used properly, your voice

can support and enhance your
verbal message. However,
sometimes distracting vocal
mannerisms can creep into
your speech, negatively
i
impacting
ti your professional
f i l
image.
Agents Will Learn To:

¾ Identify effective warm-ups for your voice to maximize clarity.

¾ Identify and eliminate frequent verbal mishaps and “verbal viruses.”
¾ Correct volume and tempo speaking problems.
¾ Fi d the
Find th optimal
ti l telephone
t l h voice
i pitch.
it h
¾ Change voice inflection to be more upbeat, energetic and enthusiastic.
Power Phrasing: Winning Word Choices for Effective
Communications
How do you influence what people hear? Here some helpful rules of
highly effective communication. Rules that, if applied, will greatly
increase your ability to influence and get people to move.

¾ Simplicity: Use small words and keep it

simple.
¾ Brevity: Use short sentences.
¾ Credibility: Be honest about what you can
deliver.
¾ Consistency: Don’t just say it once, say it a
thousand times.
¾ Novelty: Offer something new
¾ Sound and Texture: Rhyme, cadence, assonance and alliteration can
all
ll iimprove th
the memorability
bilit off your message.
¾ Speak Aspirationally: Speak to your audience’s emotional desires.
¾ Paint a Vivid Picture: Use language that lets your listeners visualize
what you’re saying. Ask a Question: People react best to language that
is participatory.
¾ Provide Context and Explain Relevance. Tell people the why before
you tell them the what.
what
English for Business Preliminary Level
Reading &Writing

¾ Practice writing in English ¾ Keep adding phrases to your

daily. vocabulary.
¾ Pi k a topic
Pick t i and
d write.
it ¾ M k use off online
Make li resources.
¾ Write more than one draft. ¾ Keep all of the writing in one place.
¾ Use online resources to ¾ Read these books to supplement your
correct your spelling and writing practice.
grammar.
¾ Read these books to supplement your
¾ Get your writing checked. reading practice.
¾ Learn the correct version. ¾ Discover what kind of books you like.
Speaking

¾ Find native English speakers.

¾ g
Listen to the music of English.
¾ Slow down.
¾ Record yourself.
¾ Take different style classes.
¾ Speak English at home.
¾ Create opportunities.
Listening

¾ Know why it's difficult.

¾ Talk.
¾ Watch TV, movies, podcasts, and everything in
between.
¾ Have an English exchange.
¾ Listen to English music.