Communication Training

 
The personal style of communication is essential for successful professional business relationships. In my training, participants will be introduced to the basics of business communication and practice them with a lasting effect.
 
Target group
 
Employees at all hierarchical levels of various companies.
 
Content
 
  • Self-esteem
  • Hierarchy of needs (by the American psychologist Abraham Maslow)
  • Basics of communication
  • Gender-specific communication
  • Verbal and nonverbal communication
  • “Four-ears model” of hearing (by Friedemann Schulz von Thun)
  • Expressing of constructive criticism
  • “You & Me” messages
  • Leading of difficult conversations
  • Active listening
  • Group communication
  • Negotiation strategies
  • The “inner team” (by Friedemann Schulz von Thun)
  • Constructiv conflict resolving
  • Professional handling of emotions
 
Telephone Training
 
  • Posture, mood, voice
  • Professional preparation of telephone calls
  • First impression on the phone
  • Professional handling of different types of customers
  • Complaints management
  • Mastering difficult situations
  • Preventing conflicts
  • Right forwarding and follow up of telephone calls
  • Practical exercises
 
Achievements
 
  • Reflection of individual communication style
  • Professional handling of emotions, individual and others
  • Application of calming-down methods
  • Communication alternatives
 
Methods
 
The training will be designed according to personal preferences and needs. The focus is on challenges and questions about professional business communication. My training methods are the following:
 
  • Compact presentations
  • Role model training
  • Interactive training with feedback
  • Video recording (if desired)
  • Group work
  • Humor