Course Objectives.

• Understand the Managerial Communication Matrix
• Understand the communication process model
• Understand the characteristics of effective communicators
• Identify barriers to effective communication
• Recognize and assess his own communication style
• How his behavior impacts others and the way others respond to him
• Use verbal and nonverbal techniques

Listening skills

• Improve his telephone communication skills & Solve problems
• Deal with conflict and build group commitment
• Work with difficult people
• Identify their market
• Conduct a SWOT analysis to enable them to properly position their products / services
• Respond to customer needs in order to adapt their selling  approach to those needs
• Gain awareness of professional behavior during all phases of the sales call
• how to develop a long – term relationship and partnership with their customer

Course Outline.

• Communication and Interpersonal Skills.

• Importance
• Elements
• Methods
• Obstacles

• How to Recognize your Communication Ability
• The Managerial Communication Matrix
• Assertiveness Theory and Interpersonal Skills

• Listening Skills
• Speaking Skills
• Questioning Skills and Techniques

• New Workplace and Communication
• Understanding Perceptions and Expressing Emotions
• Dealing with Difficult People
• Identify the types of difficult people
• Understand why difficult people are difficult
• Deal with difficult people
• Use your communication skills to.

• Control your behavior
• Select appropriate ways of behaving
• Influence others behavior
• Give and receive feedback effectively
• Improve performance and manage others
• Carry out disciplinary procedures and interviews
• Action plan of how to deal effectively with difficult people and get results
• Verbal and Non-Verbal Skills as a Tool to Create Shared Meaning
• Motivation to Sustain Cooperative and Productive Work Relationships
• Emotional Control

• Targeting your market
• Advanced selling skills
• Strategies to maximize your results
• The New Selling Process
• Recent Trends in Personal selling 
• the sales competency model 
• Dealing with Default personalities
• Your ability to convert opportunities into sales.
• The sales Model 
• The buyer’s mindset in your industry
• The Art of Negotiations 
• Building a long – team Relationship with customers 
• Definitions of customer services
• Free discussion questions and practical cases 

Who Can Benefit?

• Sales Staff who want to improve their communication skills, analysts, customer service and support personnel, and managers
• All senior sales representatives and professionals
• Sales managers and supervisors