港澳宝典

COMMUNICATIONS

Effective Communication

Whether communicating with colleagues, clients, your boss, or team, effective communication skills are essential for success.Objective: Practice effective communication techniquesParticipants Will Be Taught:

• Apply the 3-part communication model (send message, receive message, give feedback)
• Increase ability to use precise language, speak clearly and in a logical and coherent manner
• Distinguish between various communication formats and establish benchmarks for use of each
• Discuss the importance of listening
• Experience the impact of verbal & non-verbal cues
• Recognize barriers to effective communication

 

High Impact Listening

Listening is a process of hearing and understanding. Do you know what makes a person a good listener?Objective: Learn to develop good listening habits

 Participants Will Be Taught:

• Understand what makes a person a good listener
• Evaluate your listening skills
• Role-play effective listening techniques
• Overcome deterrents and listening blocks
• Develop ability to rephrase and summarize

 

Business Writing

Email? Memo? Report? Carefully planned and delivered written business communication goes a long way.Objective: Streamline your writing process by determining why and for whom you鈥檙e writing and what the user needs to know

Participants Will Be Taught:

• Apply a 3-step writing process to your written communication
• Establish who your audience is
• Develop skills to create clear and concise communication
• Choose an appropriate communication channel

 

Workplace Grammar

Writing intimidates some business professionals 鈥� gaining comfort with basic language rules reduces stress and improves productivity.Objective: Optimize your ability to write with grammatical confidence

Participants Will Be Taught:

• Use proper sentence structure, spelling, punctuation and capitalization
• Use active language and correct wording; cut down on low-value words
• Express numbers effectively
• Recognize commonly misused words and mistakes in grammar usage

 

Presentation Skills

Enhance your communication skills and take your public speaking to the next level through effective presentations.Objective: Learn the engaging qualities of skilled presenters.

Participants Will Be Taught:

• Practice how to communicate effectively, calm nerves, and speak with confidence.
• Optimize the ability to speak, present and communicate with poise.
• Practice the ability to analyze the audience and deliver a message with power and persuasion.
• Discover the power of compelling slides and visual aids

 

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CRITICAL THINKING

Decision Making

You are faced with making decisions every day.  What influences your decision making and how do you handle uncertainty?Objective: Acquire tools and techniques to gain an edge in decision making.

Participants Will Be Taught:

• Understand the elements that contribute to effective decision making
• Incorporate both quantitative and qualitative decision making tools
• Identify challenges and barriers to effective decision making
• Recognize different decision making styles

 

Problem Solving

How do you approach problems? Doing so systematically will increase your ability to arrive at solutions quickly and effectively.   Objective: Learn essential problem solving skills & competencies

Participants Will Be Taught:

• Apply a 5-Step Model to problem solving
• Practice problem analysis and identifying root causes
• Explore ways to use creativity and brainstorming to generate solutions

 

Negotiating Skills

Artful negotiation is an important means to rectifying differences, resolving disputes and gaining greater control over situations.Objective: Implement appropriate negotiating techniques 

Participants Will Be Taught:

• Understand the core concepts of negotiation
• Identify different negotiating styles and approaches
• Create conditions necessary to generate a win-win outcome

 

Emotional Intelligence

Emotional intelligence (EI) in the workplace is vital to being an effective and high-performing member of any team.Objective: Recognize and apply the EI competencies to optimize professional performance and working relationships

Participants Will Be Taught:

• Learn the brain science that drives your behavior under pressure
• Derive practical strategies to help you skillfully respond to tension
• Practice techniques through interactive exercises

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PROJECT AND TIME MANAGEMENT

Managing Multiple Priorities

How can you prioritize and juggle your responsibilities when it seems everything is important?! Get in on helpful techniques...Objective: Develop skills to realistically assess & manage priorities

Participants Will Be Taught:

• Discover how to identify high, medium, and low priorities
• Distinguish between what鈥檚 urgent and what鈥檚 important
• Assess how you currently spend your time
• Maximize your ability to plan, delegate, and stay organized
• Curtail procrastination and manage interruptions

 

Goal Setting

Setting specific personal and professional goals leads to higher performance and achievement Objective:  Learn to develop and implement an effective goal setting methodology.

Participants Will Be Taught:

• Examine the 鈥渨hy鈥� of goal setting
• Write effective goal statements
• Consider short term goals as well as long term goals
• Generate action plans and evaluate progress

 

Task Management for Busy People

If you find yourself often saying that there are not enough hours in the day to accomplish all that you need to do, this class is for you.Objective: Examine and schedule your tasks and increase productivity

Participants Will Be Taught:

• Self-assess your time usage and task allotment
• Identify your time wasters and implement strategies to overcome them
• Discover how to plan tasks for increased productivity while minimizing stress

 

Work-Life Balance

When you strive for achievement in all facets of life, how do you maintain balance?Objective: Explore the principles of work-life balance in the context of you

Participants Will Be Taught:

• Recognize the 4 facets of life that exist interdependently
• Appreciate the value of creating and maintaining boundaries
• Practice techniques for stress management to avoid burnout
• Assess achievement and enjoyment in your life

 

 

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CUSTOMER SERVICE

Customer Relations: Creating a Service Culture

When an organization is focused on its customers it is able to deliver a quality product and superior service.Objective: Develop skills for delivering service that demonstrates an interest in and care for customers on a human level.

Participants Will Be Taught:

• Understand the business case for good customer relations
• Role-play attentive, cheerful and respectful interactions with customers
• Acknowledge and anticipate customer expectations
• Identify opportunities and challenges in your customer dealings

 

Handling Difficult Customer Service Situations

Challenging circumstances can be the most difficult thing about working in customer service - there are ways to be prepared.Objective: Learn steps to handle difficult situations in ways that work for you, the business, and, most importantly, the customer.

Participants Will Be Taught:

• Identify the different types of difficult customers and strategies for each
• Separate the person from the problem
• Maintain a customer service mindset, a positive tone, and assertiveness

 

Dealing with Difficult People

Some people are hard to get along with. Using strategies to deal with them can create productive relationships in the workplace Objective: Build strategies for interacting with difficult people

Participants Will Be Taught:

• Define and discuss different personality types
• Consider differences in work styles and generational approaches
• Use assertiveness and negotiation rather than emotion

 

Conflict Resolution

Conflict in the workplace is inevitable and developing a sound approach towards resolution can lead to positive changeObjective: Identify proactive approaches to conflict management  

Participants Will Be Taught:

• Discover and assess your conflict management style
• Practice techniques that transform conflict into productive interaction
• Explore healthy vs. unhealthy conflict
• Tips on managing anger

 

Managing Your Own Behavior

How do you react when your buttons are pushed? Understanding your behavior patterns will increase your ability to communicate and arrive at solutions effectively.Objective: Understand and apply the principles behind automatic and learned behavior.

Participants Will Be Taught:

• Recognize your automatic behavior and response patterns
• Practice the skills that facilitate purposeful behaviors and responses
• Create the results you want from your interactions