Your Frontline staff is the face of your brand. They embody the company’s values, etiquette, mission, and vision. A customers first impression and experience with a frontline employee can have a direct effect on how they feel about your product or service. It is therefore imperative for the frontline staff to be empowered with a thorough understanding and cultivated pride of your professional brand, dress code, grooming, and telephonic and email etiquette. Moreover, because frontline employees interact with customers every day, the need to have a profound understanding of effective communication skills, turn-taking, networking, optimal vocal production, nonverbal behaviour and conflict management. This workshop will therefore focus on developing the competencies for 5 star frontline service which reflects your corporate identity.
Modules:
- Nonverbal Communication
- Social- Intelligence and role play
- Networking and Conversation Skills
- Persuasion and Negotiation
- Conflict Management
- Assertiveness
- Email and telephonic etiquette
- Strategic Communication
- Personal Brand: Dress Code
- Psycholinguistics
- Voice and Speech
Booking Process:
Book through email [email protected]
Duration:
Option 1: COURSE of 16 individual sessions
- Nonverbal Communication (1)
- Social- Intelligence and role play (2)
- Networking and Conversation Skills (2)
- Persuasion and Negotiation (2)
- Conflict Management (2)
- Assertiveness (2)
- Email and telephonic etiquette (1)
- Strategic Communication (1)
- Personal Brand: Dress Code (1)
- Psycholinguistics (1)
- Voice and Speech (1)
- Nonverbal Communication (1)
- Social- Intelligence and role play (2)
- Networking and Conversation Skills (2)
- Persuasion and Negotiation (2)
- Conflict Management (2)
- Assertiveness (2)
- Email and telephonic etiquette (1)
- Strategic Communication (1)
- Personal Brand: Dress Code (1)
- Psycholinguistics (1)Voice and Speech (1)
- Role Play to embody all components (3)
- Q&A and Reflections
Outcome:
- A Frontline team who has participated in the formulation of a vision of frontline excellence
- Is educated through experiencing excellence of frontline modelling in other organisations
- Understands the mission and vision of the organisation’s frontline commitment
- Understands the impact and importance of frontline communication
- Understands levels of customer care and the consequence of poor service
- Is responsible, empathic, projects an impactful and professional appearance, is knowledgeable about the firm’s services, has an effective voice, speech and language mechanism and uses professional terminology
- A front line team whose performance is linked to their performance measures
- A frontline team who is recognized and rewarded for their efforts
- A frontline team who displays commitment to regular evaluation and skills enhancement (including skills development for new team members)
- A culture of frontline excellence that is inculcated and supported throughout the organisation on an on-going basis
Who should attend?
Frontline Staff and managers
Why should I book:
Project professionalism and skill in the front end of your organisation to lead, direct and inspire others
