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mindthletics building capabilities business communication skills practical business communication your contact: stefan andrei senior trainer & consultant mobile: 0745.388.986 mail: [email protected] advanced business communication skills

MINDTHLETICS, ADVANCED BUSINESS COMMUNICATION SKILLS

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mindthletics building capabilities

business communication skills

practical business communication

your contact:

stefan andrei senior trainer & consultant mobile: 0745.388.986 mail: [email protected]

advanced business communication skills

our creed “use it or lose it“ applies to muscles as well as to neural pathways and connections in our brains

acquiring new skills is both:

a method of personal development

a way to ensure your employees get the job done in optimum conditions

expertise trainings & consultancy

6 senior trainers & consultants

over 500 projects developed by the team

trainings (1)

presentation skills public speaking & drama communication skills reputation management consultative sales b2b negotiation sales b2c pr customer orientation creative thinking

tell me and I forget, teach me and I

remember, involve me and I learn.

Benjamin Franklin

trainings (2)

marketing media buying market research product development project management excel & word trainings time management conflict management organizing corporate events

education is the most powerful weapon we

can use to change the world.

Nelson Mandela

consultancy marketing strategy market research product development business development conflict management events organization

stefan andrei 14 years experience as trainer & consultant in:

sales & business development communication, presentation skills & public speaking marketing strategy, market research product development

associate professor at the University of Bucharest, teaching advertising research at faculty of journalism over 300 project developed as:

senior trainer & consultant at Mindthletics consultant & marketing manager for Exact C&C (BBDO Group) consultant & product development manager for Impact Realestate business development director at Sanoma Hearst senior researcher & team manager at GFK Romania research consultant at Mercury Research

graduated: Management Program JUMP, Helsinki School of Economics

business communication skills main objective: set the communication techniques in the context of customer service & customer orientation attitude

training objectives:

learn communication techniques and how to run a conversation/ formulate a written response in a confident and effective manner

know verbal and para-verbal communication techniques, how to evaluate their own behavior and the behavior of others

learn the basic rules of a written comunication

communicate in an appropriate and appreciative manner with different type of clients/ business partners (internal & external)

pre training tasks:

have a personal insight of their communication skills and competencies

full assessment of needs, to tailor the focus of the training

ask participants to bring a real case study from their recent activity

modules: the basis of communication

levels of communication,

types of speech, verbal & para-verbal communication: importance and usage in conversations

the customer service conversation (verbal & written)

business communication skills contents:

the basis of communication possible outcomes, what can happen if we do not succeed

what is our purpose (customer oriented view)?

who is the beneficiary?

choose real case studies from trainees activity

levels of communication basic levels of communication

indentify the client situation from communication point of view

active listening

roles in a discussion & assertiveness

asking questions in an efficient and well guided manner

using the knowledge on the case studies

business communication skills contents:

the speech types of speech

verbal & para-verbal communication for written and phone conversations

using the knowledge on the case studies

customer service conversation 7 essential steps to an excellent customer service: hear, tone, listen, empathize, create solutions, clarify, follow-up

write clear and professional emails: the golden rules, the principle of first and last

9 basic rules in how do we deal with complaints: listen actively, put yourself in client’s shoes, thank the customer for complaining, apologize, get all the facts, correct the mistake, learn, minimize complaints, always respond

using the knowledge on the case studies

practical business communication the most easy and practical way to improve the communication skills

validated statistically on 1,000,000 people

practical business communication the 6 practical personality patterns

dr. Kahler developed the Personality Pattern Inventory (PPI) which has been used to effectively profile until now almost 1,000,000 people worldwide. it also received the Eric Berne Memorial Scientific Award from the International Transactional Analysis Association.

the model is also used by NASA to profile the astronaut candidates for the shuttle program

the 6 practical personality patterns is a statistically validated assessment that identifies an individual's personality structure in accordance with Dr. Kahler's model and includes reports on confidence levels, validity and potential distress levels.

practical business communication main objective: achieve effective communication leading to satisfied business partners

training objectives:

learn the client personality patterns and how to spot them

learn how to communicate with each personality pattern

modules: the 6 client personality patterns: effective communication methods with each personality pattern approaching through examples & exercises the identification criteria :

1. perception, 2. strong points, 3. communication type, 4. fundamental needs, 5. stress signs, 6. stress reactions

practical group exercises giving and accepting feedback in an appropriate manner according to personality type

practical business communication

logical believer/

truster feeler

funster doer dreamer

the 6 practical personality patterns

practical business communication

management: achieving excellence

sales relations: taking performance to the

next level

team building: developing functional &

competitive teams

team cohesion: strengthening the

bonds of cooperation

individual coaching: raising awareness

and fulfilling potential

team coaching: maximizing on the talents of the team

conflict management:

relieving tension by managing conflict

aid in recruiting: making enlightened

hiring choices

staff retention: developing &

motivating employees

internal trainers: efficiently

communicating competencies

applications

practical business communication

coaches and consultants:

quickly establish and build an alliance with their client ; establish a reliable diagnosis with a validated

profile; define a tailor-made development strategy; provide the

client with improved communication tools

managers and entrepreneurs:

increase profitability; improve quality and added value; increase

customer satisfaction; reduce distress; improve employee morale

and job satisfaction

sales people and marketers:

increase sales; increase customer satisfaction; increase profitability;

increase customer loyalty

personal development:

improve communication with others; improve your ability to succeed in

projects; reduce personal and professional stress; increase your motivation and pleasure in life;

manage behavioral problems in relationships

benefits

identification criteria tip de

personalitate perceptia puncte forte

mod de

comunicare nevoi fundamentale indicator de stres reactii din stres

ganduri ? ? ? ? ?

opinii dedicat,

atent,constiicios plat / liniar

aprecierea munciisi a convingerilor

si a convingerilor

tu trebuie sa fii perfect (pentru mine)!

se concentreaza pe ce este gresit,

nu pe ce este corect

convinge cu forta

emotii ? ? ? ? ?

inactiune / reflexie ? ? ? ? ?

reactie ? ? ? ? ?

actiune ? ? ? ? ?

the

6 p

rac

tic

al p

ers

on

ality

pa

tte

rns

practical business communication exemplu: doer, reactii la stress

au tendinta sa devina vulcanici: tipa, ameninta si in general vor vrea sa faca ceva legat de sursa nemultumirii lor; de ex: “mie-mi rezolvati problema! nu terminam discutia pana nu se rezolva!”; “trebuia deja sa fie implementata oferta!”;

pot sa devina manipulativi si vicleni. pot sa minta sau sa incerce sa va induca in eroare pentru a obtine ce vor: pretul primit de la competitie; perioada contractului; beneficiile incluse in oferta. de ex: “v-am spus ca eu sunt beneficarul, faceti cum zic eu!”

un doer in stres intens este predispus la a nu mai avea rabdare si a avea asteptarea ca ceilalti sa se descurce singuri in a-i rezolva problema: “nu e treaba mea, nu sunt platit pentru asta, de ce ma intrebati pe mine”.

un doer se va pozitiona in urmatorul fel “eu sunt ok, tu nu esti ok si pentru a fi amandoi ok trebuie sa te descurci singur si sa produci rezultate (cat mai repede)!”

value of services business communication skills optimum 2 days, 10-15 participants minimum 1 day, 10-15 participants

practical business communication optimum 2 days, 10-15 participants minimum 1 day, 10-15 participants

thank you!