B

A
C
K
G
R
O
U
N
D
Objectives
The participants will be bale to appreciate the 2
1 main styles of communication.

The participants will be able to recognize and

2 apply the 7Cs in their day to day work

The participants will appreciate the role of body

3 language and tone of voice and how it can be
integrated in handling customers and clients.

The participants will be able to understand and

4 apply the SOLER Theory by Egan in customer
interactions.
TimeLine Layout
7Cs of communication:
completeness, conciseness,
consideration, clarity,
concreteness, courtesy and Egan’s Model
correctness. SOLER Theory
Activity 2: Scenario Cards Activity 4: Snap cards
190 minutes in
90 minutes in 185 minutes in

Closing

45 minutes in 145 minutes in

Activity: Magic Minute
Lead in activity to verbal non Communication Functions Recap
verbal /Sharing session. Activity 3: Function Cards
Activity 1: Traffic Lights
Training Phase: Introduce
verbal and non verbal
communication
Activity 1: Traffic Lights

The purpose of this activity, is to introduce the idea of developing an

action plan on what they would like to achieve at the end of this
session.
Materials: flipchart paper; pens and/or markers
Divide the group into teams.
Explain that the traffic light represents an action plan on what they w
ould like to achieve by the end of this training:
What participants intend to stop doing (red light), at the end of the
session
what they intend to do less of (yellow light), the end of the
session and
what they intend to go home with at the end of the session
(green light).
Activity 2: Scenario Cards
Sample Scenario:

A customer walks in 15 % and frustrated because nobody

angry
attended to him for 15 minutes. He is furious and starts to display his
frustration on you. C
55%
In groups of 2-3s, participants are to use the 7Cs as a
checklist and come up with their actions/reactions/
B responses under each of the 7Cs. Participants will then
present their actions to the floor and receive peer
feedback.
Activity 3: Communication Functions

Participants work in
A pairs for this activity.
Sample Function Card: Participants to come up
B with as many
To tell a customer that appropriate communication
you don’t know tactfully.
C expressions:
For example:
‘Please give me a minute
D and let me check on that for
you’
E
Activity 4: Egan’s Model & 7Cs

Snap Card Activity:

Participant A: Walk into the room looking lost and
confused.
Participant A: Participant will be handed a card.
Participant will be required to enact
Participant B: short
Brieflysituation
explain given.
what you would do in
such a situation.
Participant B: To observe situation and briefly state
reaction/response to the situation.
Thank you
Q&A