-Develop the ability to actively listen to customers

Colleagues and superiors to ensure clear understanding

-Improve verbal communication skills        

-Improve non –verbal communication (body) language, facial expressions and gestures

-Develop cultural awareness

-Cultivate empathy skills to understand and respond to customer needs and wants  

- Improve written communication skills

Module ( 1 ): Elements of communication

·        The sender

·        The receiver

·        The channels

Module (2):  How to communicate appropriately

Module (3):  Verbal communication vs. non – verbal

Module (4): Listening and empathy skills

Module (5):  Written communication

-Preparing Reports

-Writing Incident Reports

-Feedback

-Professional Emails

front line staff

N/A

   EXAM