Effective Business Communication
Course Overview
Whether it’s a face-to-face conversation or a professionally written e-mail exchange, this program helps the learners build meaningful communication that entails establishing a connection that leaves a powerful impression.
Faculty Details
Course Instructors
Learning Objectives
At the end of the entire course, participants will be able to:
- Build confidence and improve interactions with the customers and the internal team
- Improve Communication during Face-to-Face, Telephonic, E-Mail and Virtual Meetings.
- Enhance Customer Centricity and realize its impact on Customers, the Bank and their Organization
- Understand the importance of building rapport, listening and probing, body language, positive language and managing conflict for effective communication.
Course Coverage
1. Our Communication Style
(Duration: 50 minutes)
- Exploring the participant's behavioral traits and interpersonal styles
- Identifying the strengths, challenges and fears of each type that may influence their communication
- Understanding how to identify the interpersonal styles of stakeholders around them
2. Enhancing Collaboration
(Duration: 50 minutes)
- Exploring how to adapt our communication to the preferred interpersonal style of different stakeholders
- Realizing the need to adapt our own communication to improve collaboration
3. Two-Way Communication
(Duration: 60 minutes)
- Understanding the communication process, its components and factors we need to keep in mind while communicating
- Exploring some of the typical barriers to communication
- Reflecting on the internal and external factors that affect our listening
- Understanding the importance of Questioning
- Reflecting on the actions we need to take as our responsibility as a speaker and/ receiver while communicating
- Realizing the importance of clarity in giving instructions and receiving feedback for successful communication
- Realizing the importance of body language and voice in communication apart from words
4. Assertiveness
(Duration: 50 minutes)
- Realizing how our communication tends to get affected based on how we see others
- Understanding the four basic life positions, our pre-dominant life positions and how they affect our communication
- Reflecting on the importance of assertiveness for improving our confidence and overall communication
5. Face to Face conversations
(Duration: 60 minutes)
- Practicing having face to face conversations with our Clients, Bank Customers, Team Members, etc.
- Reflecting on our listening, questioning, rapport building, sharing, etc. during such conversations
- Reflecting on the importance of assertiveness for improving our confidence and overall communication
- Checking the understanding of participants on various components of body language - smile, facial expressions, eye contact, posture, gestures
- Checking the understanding of participants on meeting and greeting etiquette - Handshake, Introduction, Visiting Cards, Door and Elevator Etiquette
6. Building Rapport
(Duration: 50 minutes)
- Experiencing the Mirroring Technique for Building Rapport
- Understanding what Mirroring is and how to practice it
- Understanding the usage of mirroring in building rapport with people around us
7. Telephonic Communication
(Duration: 60 minutes)
- Checking the understanding and confidence of participants during telephonic conversations
- Understanding the Advantages, Disadvantages, Do's and Don’ts of Telephonic Communication
- Reflecting on the importance of assertiveness for improving our confidence and overall communication
- Checking participant effectiveness on Opening, Transferring, Taking Notes, Summarizing, Closing, Hold, Smile, Language, Empathy, Tone and Emotional Connect, Listening, Questioning, Apologizing, Body Language during a call, Call Etiquette, etc.
- Checking the understanding of participants on various voice components and how they can use their voice to enhance communication
- Practicing having effective telephonic conversations for daily conversations as well as difficult conversations
8. E-Mail Writing
(Duration: 50 minutes)
- Checking the understanding of participants on e-mail writing
- Understanding the Advantages, Disadvantages, Do's and Don’ts of E-Mail Writing with regards to Opening, Body and Closing, Subject Line, Priority, Signatures, CC, BCC, Reply to ALL, Escalations, E-Mail Etiquette, etc.
- Realizing the importance of using positive and polite language to communicate with the customer even in difficult situations
- Practicing writing e-mails on daily situations
9. Virtual Meetings
(Duration: 50 minutes)
- Checking the confidence of participants during videoconferencing meetings
- Exploring the Do's and Don’ts of Virtual Meetings
- Practicing a daily Virtual Meeting Scenario
About the Faculty
