Business Communication training

'Develop crystal clear communication for better teamwork'

 

Brainpower Training works inside companies and organisations with groups of their staff, usually in a Facilitator-led one-day workshop of around 10-16 people at a time. 

Program content

• Self-awareness, understanding self, understanding others
• Team awareness and developing productive relationships
• Valuing client relationships
• Emotional Intelligence and the business connection
• Active listening
• Interpreting body language clues, matching and mirroring
• How to strike immediate rapport
• (VAK) visual, auditory, kinaesthetic styles of thinking
• Assertive vs. aggressive behaviour
• Professionalism, how to conduct yourself as a member of a team
• Optional: either DiSC ® or MBTI ® profile

Business Communication Outcomes

On completion of the program participants will be able to:

• Work as a high-performing team, communicating effectively with clients and team members alike
• Have an awareness of the people skills which forge productive client relationships
• Develop emotional intelligence and working relationships with co-workers
• Possess self-awareness and improve people skills
• Identify the difference between hearing and listening
• Understand that HOW you communicate affects the outcome of the interaction
• Improve ability to focus, and actively listen
• Become more flexible dealing with clients
• Match body language, voice and choice of words to client styles
• Interpret body language clues and read people better
• Understand the difference between assertiveness and aggressiveness
• Eliminate ‘red flag’ words by using language that moves the conversation forward instead of derailing it
• Praise co-workers using the language of ongoing regard
• Accept that continuous improvement is the norm in the workplace

For a pdf of our company brochure, click here

 

What do people say about our Business Communication workshop?

Read blog articles by Nina Sunday . . . 

Business Communication: How to say 'no' to a customer request so they still think you're wonderful.

It’s good to be flexible with customers and make exceptions to rules.

But how do you say ‘no’ to someone when you just cannot agree

to what they are asking for?  How can you manage client expectations?

HOW you say ‘no’ can make all the difference to a relationship and between keeping or not keeping a customer.

Here is a 4-step process using the example of a customer wanting you to extend an expired warranty on a camera so it can be repaired at no charge:

Step 1.

Never say 'no', instead express a wish you could do what they ask…

 ‘I wish I could . . .'

OR you can say instead

'I know you would like . . .'

Step 2.

Repeat what your customer is asking:

 ‘I wish I could < extend the warranty on this camera so it can be repaired at no charge. >'

OR

‘I know you would like us to < extend the warranty on this camera so it can be repaired at no charge. >'

Step 3.

Use the word ‘But’ and blame it on a third party: '. . . but the manufacturer doesn’t allow us to . . .'

Step 4:

Use the word ‘but’ again, and this time tell them what you CAN do, (offer an extra effort on your part)

'. . . but what I CAN do is < arrange for a quote from the workshop at no charge, so you only pay if you decide to go ahead with the repair >.

Step 5:

Then, diarise to do what you say you are going to do.  Deliver what you promise.

Remember to:

-  have empathy . . . and sound empathetic
-  avoid using the words ‘unfortunately’, ‘can’t or ‘no’
-  diarise the action you promise

Most reasonable clients know it isn’t always possible for you to say ‘yes’ every request. 

If you give them a reason, explaining it in friendly fashion, with empathy, then they are more likely to accept a ‘no’.(And be careful with the 'blame' part.  Make sure you are not derogatory.)

I use this over the phone and in e-mails, with co-workers, friends and family as well as with clients.  Whenever I find myself considering a ‘no’ answer, I revert to the template.

It sounds better and feels better.

Copyright Nina Sunday 2010.  All rights reserved.  Published in Sydney, Australia.

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Business Communication: Don't hide behind e-mail. Know when to pick up the phone instead.

I've been asked a lot lately about how to know when to pick up the phone rather than e-mail.

Ever found yourself writing and rewriting the same paragraph over and over in an e-mail?

Or struggling to find just the right words to convey the correct tone?

That's a sure sign to pick up the phone instead.

You want to persuade someone to say 'yes', or there's been no response to a request - pick up the phone. 

You are reaching a deadline and need to convince them of the urgency - it's time to phone.

You have to convey disappointing news?  Pick up the phone and dial.

UCLA Professor, Albert Mehrabian, demonstrated that words alone convey only 7% of the message.  Tone of voice is 38% of the message, while facial expression and body language is a whopping 55%. 

What does this mean when writing e-mails?   It means we need to include words that add 'conscious positive tone' and friendliness to our e-mails. 

For example, start with a friendly opening such as:
                            - Hope you are well.
                            - Thank you for your e-mail.

If a friendly phrase is absent, your e-mail might sound too abrupt.

And make sure every time you make a request you include the word 'please'.  (You'd be surprised how often that magic word is missing.)

Rock musician and humanitarian, Bob Geldof, told a conference 'an ill-considered e-mail can destroy a deal.'

Consider the attributes of a phone call:

1.  It's a dialogue.  (E-mail is a monologue).

2.  You don't have to say everything you are thinking all at once.

3.  You can monitor or adjust what you say, even as you speak, based on your listener's reactions.  Even their non-verbal guttural sounds ('Oo!, Hmm?, Oh) can express much.

4.  Your vocal tone influences how the message is received.

With e-mail there's a lag between when you send it, when it's read, and when you read their reply.  Any confusion or ambiguity can fester during this limbo period.

5.  With a phone call, you can generally tell if you're getting your message across.

Case study:

One of our clients scheduled our Business Communication one-day workshop in response to their experience with junior members of the team who tend to over-rely on e-mail.

As a PR exercise, the firm decided on a client mailout to inform clients about upcoming changes to tax law. 

This information was only useful if it was sent out before the end of the financial year, so clients could take appropriate action.

Instead of a Planning Meeting explaining the benefit to clients and to the firm, generating enthusiasm for the extra effort involved, staff in charge of the mailout simply sent an e-mail informing Admin staff it was going to happen.

No request, 'Would you be willing to assist the firm raise its profile with its clients?'  No perception of choice.

Can you guess the outcome?  The e-mail was simply ignored by recipients, until the deadline loomed. Then there was a mad rush to complete the mailout, requiring a round-the-clock weekend shift!

With any special project, first win the hearts and minds of the people involved.  It's hard to lead an extra effort through e-mail alone. 

Know when the power of influence is better gained face-to-face or over the phone.

Copyright Nina Sunday 2010.  All rights reserved.  Published in Sydney, Australia.

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Does Brainpower offer public workshops for individuals to attend?

We do not offer open workshops for individuals to attend.

Brainpower Training works inside companies and organisations with groups of their staff, usually in a workshop of around 10-16 people at a time.

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The Brainpower difference: How we present

We use brain-based, multi-sensory, Adult Learning methods to keep the workshop interactive, engaging and fun.  

Appealing to all learning styles, there'll be:    

• flipcharts created and coloured pens to use for Visual learners
• background music in the breaks for Auditory learners
• for Kinesthetic learners, plasticene, pipe cleaners and brain-shaped squeeze balls with Brainpower logo to take-away.

Our facilitator adapts and
customises the presentation to suit the
specific needs of your team by

• asking quality questions
• triggering discussion
• referring to your organisation-specific scenarios
• discovering insights beyond the obvious
  

Open-ended exercises help people discover for themselves what you want them to know.

No Risk Guarantee

You have peace of mind knowing you are not only getting great value for money, but also results that positively impact performance.

Our guarantee is simply this:

If you are not 100% happy and delighted with your workshop, we will either refund the difference between what you paid to what you think it was worth or we'll continue to work with you for free until you achieve the outcomes you reasonably expected.

Your best-match Facilitators

Sydney - Tom Martin or Hedley Galt

Melbourne - Kirk Fisher or Shane Garrett

Brisbane - Mark Jones, Darryl Stubberfield or Steve Weaver,

Any Questions?

You'll find the answers to most of your questions on the Frequently Asked Questions page.

If you can't find what you're looking for, please contact us.  Our Support Team will respond to your enquiry with priority.