The Customer Experience Series
Communication – Sounding Like You Mean It!

Good interpersonal communication is an essential tool in achieving strong and productive working relationships with our internal and external customers and colleagues. In this workshop we focus on the foundations of communication; how our individual behaviour creates the impact (or impression) we have on the person we are communicating with. By increasing our self-awareness and the understanding of how our impact affects others, we can begin to adapt and flex our behaviour, communication style and approach to meet the needs of our customers.

With this knowledge and the skills learned in this workshop, even if we are having an ‘off day’, we can learn to communicate effectively, with sincerity and authenticity and ensure our customers have a positively memorable experience.

• What good communication looks and sounds like and how it will support our effectiveness.

• The theory of impact and behaviour.

• Practical exercise to practise adapting and flexing our communication style.

• The theory of mis-communication and how to avoid it with a practical exercise to learn how to implement the learning.

• Action planning.