Essential Soft Skills Workshop

Duration: 2-3 Days

Course Objective:

This 'bespoke' 2 day workshop has been designed for delegates that need a greater understanding of the Soft Skills required to enhance their current performance, and improve areas in their personal development in order for them to progress in their organisation.

Course Contents:

Module 1 – Effective Communication Skills

Learning Outcomes  

After this course delegates will be able to:-

• Learn how communication skills impact on other people
• Improve their communication skills to get better results
• Understand how to be more assertive

Module 2 – Prioritisation & Time Management

Learning Outcomes

After this course delegates will be able to:-

• Prioritise tasks and delegate more effectively
• Enhance and develop their organisational skills
• Transform tasks into manageable projects

Module 3 – Planning & Organising

Learning Outcomes

• After this course delegates will be able to:-
• The key stages of effective planning
• How to utilise time effectively and efficiently
• How to monitor and learn the skills for contingency planning

 Module 4 – Customer Excellence

Learning Outcomes

After this course delegates will be able to:-

• Go that extra mile
• Handle difficult customer situations & behaviour
• To communicate effectively both verbally and non-verbally

Module 5 – Telephone Technique

Learning Outcomes

After this course delegates will be able to:-

• Answer the telephone in a professional manner
• Develop effective questioning & listening skills
• Leave meaningful voice mail messages
• Leave a positive lasting impression

Module 6 – Conflict Management

Learning Outcomes

After this course delegates will be able to:-

• Understand other people’s behaviour
• Understand their own behaviour
• Agree on a solution

Module 7 – Analytical Thinking & Problem Solving

Learning Outcomes

After this course delegates will be able to:-

• Understand and follow the stages of decision making
• Recognise the process of problem solving
• Identify ideal, realistic and fallback positions

Module 8 – Dealing with Difficult People & Situations

Learning Outcomes

After this course delegates will be able to:-

• Articulate how their attitudes and actions impact on others
• Describe effective techniques for dealing with difficult situations and behaviours
• Demonstrate effective negotiation skills

 

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