Module 2: STAR Service: Communicating for Results

Program Outline - 6 hours

Overview: Communication is one of the most powerful skills for increasing personal and business effectiveness. It can also be one of the most challenging aspects of successful interpersonal relationships. And interpersonal relationships are the foundation for effective problem-solving, excellent customer service and a productive team environment. Employees will learn to recognize different communication styles to more effectively communicate with customers (internal and external).

Agenda:
  • • Learn how to communicate with customers and co-workers effectively
    • Styles of behavior – DiSC Profile
    • Understanding your style
    • Flexing your style – strategies for creating positive relationships
    • Using the 3 Vs to improve your communication style (words, voice, non-verbals)
    • Passive, aggressive, passive-aggressive and assertive communication

    Audience: All Employees
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