Interpersonal Skills

Course Description

It takes years of experience to achieve respect as an indispensable secretary or administrative assistant. The hiring and training a constantly revolving service staff costs organizations thousands of dollars each year. This is when many essential skills are required to achieve success in the business world today. This module introduces participants on how to make your working life more productive, more rewarding, successful and much more enjoyable.

Equipped with these essential skills, participants will see how they can open a door to new responsibility, self esteem and status. Employers appreciate employees who get along with people at all levels; therefore, they seek employees who have good interpersonal skills, such as communication, problem solving, and teamwork abilities.

Interpersonal skills enable you to work with others harmoniously and efficiently. Working well with others involves understanding and appreciating individual differences. It also means using those differences to your best advantage. Equipped with the most essential skills of this millennium; that is communication skills and interpersonal skills, you can move mountains.

Course Objectives

By the end of the course, participants would be able to:

Understand what organization communication is.
Identify the different types channels of communication and consider the criteria to bear in mind in selecting the right channels
Understand what is formal and informal communication and how communication flows in organisations
Identify the factors which help or hinder communication in building interpersonal communication.
Understand what is interpersonal skills and be able to assess your interpersonal skills
Understand what emotional intelligence is and use the concept to communicate effectively.
Understand the other components of interpersonal skills: being assertive, managing conflict, and managing anger and ways to improve these skills.
Who are customers?
The rise of the service society and its importance
The importance of nonverbal communication and customers
Creating rapport and empathy with customers
Listening to customers to understand and communicate with them
Understand how the telephone can create positive customer perception?
Learn the techniques of answering calls professionally
Acquire the ability to respond to difficult customers
What constitutes a professional look?
How to plan your career wardrobe and what constitutes a career wardrobe.

Course Duration

21 hours (Full Time) / 21 hours (Part Time)

Target Audience

This course is highly essential for professionals seeking to improve their communication skills and enhancing their working relationships either with their colleagues, customers and clients.