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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