BLENDED LEARNING SOLUTIONS
Intelligo Solutions

ASSERTIVENESS SKILLS

  • Identify and define the three styles of behaviour
  • Understand the impact of the three styles on our relationships
  • Circles of control
  • Communication model
  • Assertiveness techniques
    • Broken record
    • Fogging
    • Enquiry
    • Negative assertion
    • Empathy
    • “I” message
  • Simulations/Role plays


CONFLICT MANAGEMENT

  • What is conflict and what impact does it have personally and professionally
  • Communication model
  • Circles of control
  • Defining individual roles in a conflict situation
  • Analysing own conflict style
  • Cycle of conflict
  • People, behaviours and labels
  • Handling and resolving conflict in the workplace
  • Simulations/Role plays


WRITING SKILLS

  • Paradigms of business writing
  • Main objectives are clarity, speed and image
  • Write to express not impress
  • Six principles of clear writing
    • clear and familiar
    • short and simple
    • active not passive
    • involve people
    • conversational style
    • gathering information
  • Structure of
    • Reports
  • Final presentation


BASIC WRITING SKILLS

  • Paradigms of business writing
  • Main objectives are clarity, speed and image
  • Write to express not impress
  • Four principles of clear writing
    • clear and familiar
    • short and simple
    • conversational style
    • gathering information
  • Structure of
    • Letter and email


MODERN DAY TELEPHONE AND EMAIL ETIQUETTE
Telephone Etiquette is something that is becoming increasing more important each day. Clients are looking for consistency not only with policies and customer service but with Telephone Etiquette as well. The module has been designed to highlight International Standards of Telephone Etiquette as well as a paradigm shift. Module content:

  • Paradigm shift
  • Standard company/department greeting
  • Words and phrases that are no longer used
  • Transferring a call
  • Taking and returning messages
  • Ending a call
  • Positive scripting

Email today has become and accepted form of communication in the business world. It is therefore essential that the rules of effective emails are applied.

  • Paradigm of email etiquette
  • Three principles of effective email writing
  • Email etiquette
    • How to address the reader
    • What font and size is acceptable
    • Punctuation and sentence construction
    • Abbreviations
    • Rules on Style


STRUCTURED COMMUNICATION

  • Baseline Assessment
    • SHERLOCK HOLMES – communication detective
  • Ladder of Inference
    • The art of reaching a conclusion through reasoning
  • Assertiveness
  • Communication
    • Verbal/Non Verbal
    • Barriers to open communication
    • How to ensure clear communication
  • Dialogue
    • Balancing advocacy (telling) and inquiry
    • Behaviour Styles
  • Listening Skills
    • Three levels of listening

CONTACT FORM