Module Overview
Module 1
Team Work &
Communication
– Communication Skills
– Listening Skills
– Communication Obstacles
– Internal Communication Goal
Think Tank: Let’s Practice
– Communication Skills
– Listening Skills
– Communication Obstacles
– Internal Communication Goal
Module 2
Communicating
With Clients
– Dealing with Clients
– Verbal Communication Etiquette
– Written Communication Etiquette
– How to Ask for Action
Think Tank: Let’s Practice
– Three Examples
Verbal Communication
– Three Examples
Written Communication
– External Communication Goal
Module 3
The Basics Of Caring
– What Do People Want?
– Greet & Meet
– Pay Attention
– Behavioural Styles
Think Tank: Let’s Practice
– Past Verbal Greet & Meet
New Meet & Greet
– Modes of Greetings
– Three Examples Bad Experience
– Basic of Caring Goal
Module 4
Go The Extra Mile
– How to Exceed Expectation
– Don’t Call me, I will Call You
– Satisfaction Guaranteed
– What Else?
Think Tank: Let’s Practice
– Five Examples of Personal Excellence
– Five Examples of External Service
– Exceed Expectation Goal
Module 5
When Things
Go Wrong
– Being a Step Ahead
– Accountability
– Breaking Bad News
– Meeting Verbal Complaints
– Addressing Written Complaints
– Big Picture
Think Tank: Let’s Practice
– Three Most Common Complaints & Solutions
– Letter Accepting Complaint
– Letter Rejecting Complaint
No More
Excuses!
Final Evaluations
Planning for the Future
Final Report
