Welcome to our Interpersonal Skills Training page:
The ability to maintain positive relationships is a fundamental element of professional success. This training includes essential tools and insights needed to communicate effectively, build strong connections, and collaborate seamlessly. Our goal is to elevate individual performance but also foster a workplace culture that thrives on effective communication, empathy, and collaboration. This proposal outlines key aspects such as communication skills, active listening, empathy, conflict resolution, and cultural sensitivity to achieve productive human interactions.
This 100% activity-based session is designed to help participants to service and prosper through an effective communication driven culture. Each activity allows for a thorough examination of performance and formulation of meaningful strategies to create a true culture of positive relationships and collaboration. The 4 main ingredients used in this program are Involvement, Interaction, Personal Reflection and Fun!
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Enhance Verbal Communication
Refine Non-Verbal Communication
Cultivate Active Listening Skills
Build Empathy in Communication
Master Conflict Resolution Strategies
Promote Cultural Sensitivity and Diversity
Establish Positive Relationships
Learn techniques to Foster Effective Collaboration
Provide Constructive Feedback
Apply Interpersonal Skills in Practical Scenarios
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Introduction
Discussing the team’s communication challenges
Empathy – Putting Emotional Intelligence to work
Understanding perspectives, emotions, wants and needs
Learning to use empathic dialogue to develop trust
Exercise: Developing empathic statements to use according to various situations
Empathy mapping
Identifying communication scenarios at work
Group activity: Building empathy maps for chosen scenarios
Presentation: Communication action plan according to each empathy map
Probing Skills
Art of asking the right question at the right time
Uncovering needs, fact finding, elaboration requests
Empathic questions that people are easily willing to answer
Game: Guess the hero
Active Listening
Rapport Building Communication Flow
Three levels of listening
The L.I.S.T process (Acknowledge, probe, solve)
Game: The diagram
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Creating impact through voice
Communicating without body language e.g through phone
Articulate speaking
Mastering and Applying Voice Characteristics
Tone, Pitch, Rate of Speech and Volume
Interactive role play: Expressing emotions through voice
Body language - non-verbal communication
Facial expression, balance, foot placement & gestures.
Interpreting body language cues & facial expressions
Body language - do’s and don’ts
Activity – Practicing synchrony in body language
Handling arguments & conflict
During this module, we identify and practice the crucial steps in calming and directing charged emotions
Why do people get angry?
Managing / filtering our own emotions
Managing others’ emotions – A structured approach
Role play sessions on real scenarios
Email Writing Skill & Best Practices
Subject, greeting, body, conclusion
Font size and colour
The structure of an email
Group exercise – Creating email content according to real scenarios faced in the company
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Shahrukh Moghal is a Certified Trainer by PSMB Pembangunan Sumber Manusia Berhad Certificate EMP 1654 He has over 20 years of experience in call centre training and training coordination He conducts Certified Contact Centre Professional program subsidised by HRDF under its Graduates ENhancEment pRogrAmme for Employability (scheme for fresh graduates Shahrukh is actively involved in developing agent and team leader skills in in the contact centre environment To date, he has helped close to 90 large contact centres upgrade the skills of their telesales, customer service and debt collection agents and team leaders.
Shahrukh is the man behind The PLEASE! ™and LEAP! ™Workshops which train frontliners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate Especially in Contact centre customer service, Face to face customer service, Telesales and Debt collection through phone.
His training style revolves around Concepts, Application, Reflection and most of all FUN!! His training sessions are filled with an air of positivity and motivation for the participants.
Shahrukh’s youtube channel including frontliner skills development modules is as follows:
https://www.youtube.com/user/shahtrainer/videos
To view TESTIMONIALS given by clients, please click here:
http://www.contactskills.com/testimonials.html
In depth and detailed profile is available upon request.
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