Issued by: Janine Lazarus Media Consultancy


The real essence of effective communication is to be as much of yourself as possible. This means not being contrived, too slick or too brash. It also means being able to present yourself - and your organisation - to the best possible advantage.

While it may appear easy to explain something in simple and succinct terms, the reality is quite often the opposite. As knowledgeable as your team is in their field, many of them may find it extremely difficult to clarify a matter, with the result that they come across very badly.

What makes matters even worse is that they know only too well that once they have said something, it's out there and can't be taken back.

Customised and highly interactive communications training workshops will go a long way in assisting select delegates to develop the skills necessary for successful encounters with internal and external customers.

During this personal coaching programme, delegates will be made to understand the impact each one of them has as an individual on the service received by the customer. By identifying and understanding their customers as well as their values, and by applying the correct behaviour, service levels will improve and customer loyalty will grow.

Professional communications techniques will not only help your team enjoy their jobs and boost their morale, but will also assist them in relating to their customers during their very next encounter.

Incorporating an interactive strategy of customised role-play training, this programme is designed to build confidence, while at the same time, boost productivity and quality.

During this training seminar to be facilitated at your location, every member of your team will share a common understanding of what it takes to maintain outstanding customer relations. They will feel better about their work, your customers will feel happier, and your bottom line will prove it.

A sampling of core topics:

Module 1: Communications Training

• Build rapport and connect - immediately
• Make an impact
• Why first impressions count
• Talk with confidence
• Get your message across
• Use your voice as a paintbrush: Professional voice techniques, including voice projection and tonality
• Listen proactively: The art of active listening
• Reassure and empathise
• Keep your energy levels up

Module 2: Negotiation Skills and Assertiveness Training

• Understand the irate customer
• Handle customer complaints
• Identify basic customer needs
• Identify gaps in service
• Determine strategies to close these gaps
• Getting it right - the second time
• Be assertive - not aggressive
• Diffuse anger: Turn questions and objections into positive responses
• What to say - and what not to say
• Address both the heart and the mind
• Be accurate at all times
• When consistency is the key
• Building trust

* As a further recommendation, an onsite pre-training observation and assessment to evaluate current skills levels will go a long way to building a customized programme that relates directly to your company, your industry and your people - in your language.

Comprehensive training manuals including exercises, checklists and tips will be provided.

Visit our PRESS OFFICE: In 22 years of experience in both the mainstream print as well as the electronic media, Janine's focus has been on securing exclusive interviews and news-breaking stories with top names in the news, public figures and celebrities. As an investigative journalist, talkshow host, television presenter and researcher/producer for both local and international factual television programming, Janine's career in the media has been broad-based as well as task-specific. This experience enables her to put together an intensive and credible media training package to suit the needs of select candidates.- more....

[29 Jul 2008 12:57]

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