Course Description

Effective interpersonal communication and customer care are essential for building positive workplace relationships and delivering quality services. This programme equips participants with the personal, communication, and professional skills required to interact confidently with colleagues, customers, and stakeholders while promoting a positive and customer-focused work environment.

Course Objectives

The objectives of the course are to enable participants to:

• • understand the importance of effective communication with colleagues and the public.
• • refine their organizational behaviour and maintain a positive attitude at work.
• • feel comfortable when interacting with the public and customers.
• • comprehend universal principles of protocol, etiquette, courtesy, and manners and their connection to customer service.
• • make a positive impression on customers and colleagues while avoiding causing offense or embarrassment.
• • recognize the significance of personal grooming and business etiquette in various contexts.
• • communicate effectively with customers and enhance internal communication among employees and management.
• • develop the skills, both personal and interpersonal, required to establish and maintain effective and efficient customer service.

Learning Outcomes

By the end of this course, participants will be able to:

• • demonstrate effective interpersonal and communication skills.
• • apply positive attitudes and professional behaviours at work.
• • communicate confidently with customers and colleagues.
• • handle customer expectations and complaints effectively.
• • manage workplace conflicts using appropriate techniques.
• • apply time management strategies to improve productivity.
• • demonstrate professional etiquette, courtesy, and personal grooming standards.

Topics covered:

• • Self-Awareness and Personal Development
• • Positive Attitude and Self-Esteem at Work
• • Professional Conduct, Ethics and Workplace Behaviour
• • Teamwork and Collaboration
• • Verbal and Non-Verbal Communication
• • Active Listening and Feedback
• • Customer Care and Service Excellence
• • Managing Customer Expectations and Complaints
• • Conflict Resolution Techniques
• • Time Management and Work Prioritisation
• • Business Etiquette, Protocol and Courtesy
• • Personal Grooming and Professional Image