Setting Others for Success
Strengthen Communication and Collaboration Within Your Teams
Remote Live Instructor-Led Interactive Certification Training
Duration: 1 Day
Includes: Trainer Guide, Student Workbook, Slide Deck, Listening Skills Evaluation Assessment, Personality Type Assessment Questionnaire, Exercise/Activity Sheets, Training Support Materials (Evaluation Sheets, Certificate Templates, Training Outline), 22 Bonus Activities, and a PowerPoint Review Game
Languages: English / Putonghua / Cantonese
Additional Information
| Job family | Service |
|---|---|
| Roles | Business Owner, HR People Ops, Team Manager/Leader |
| Competence Level | Foundation, Intermediate |
| Workshop Category | Business Agility, Agile Service Management, Process Improvement |
Workshop Description
This interactive workshop equips participants with practical tools to improve communication, manage expectations, and build stronger working relationships. By identifying their communication styles and learning how to adapt to others, team members will be empowered to work more effectively across departments, reduce internal friction, and boost overall performance.
Audience
Customer service staff and anyone who interacts with customers regularly.
Topics Covered
- Module 1: Communicate Clearly and Confidently
- Importance of Clear Communication: How Well Do You Communicate? The 5 Basic Principles of Communication
- Focus On Behavior Not Personality
- Be Specific
- Use the Power of Questions
- Listen Actively
- Communicate Assertively
- Module 2: Working Better Together
- Importance of Working as a Team
- Internal Customers Are Customers Too
- Managing Internal Customers Expectations
- Understanding Internal Customers Behavioral Styles
- The 4 Major Behavioral Styles and Flexing Your Style
- Mapping Your Internal Network
- Giving the Message of ‘I Care’ When Passing Work
- Review Game: Power Point Jeopardy Style Review Game to End Your Class on a High Note
Learning Objectives
- Improve active listening, questioning techniques, and reading non-verbal cues
- Learn to clearly define and align expectations within teams and with colleagues
- Strengthen skills in confident and respectful communication
- Adjust communication approaches and behaviours to foster stronger collaboration
- Visualise how tasks flow between team members to ensure clarity and coordination
- Evaluate existing processes and spot opportunities to streamline and boost efficiency
Customer Service Excellence Series
This comprehensive training solution designed to equip your team with the skills and confidence to deliver outstanding customer service. Featuring six complete programmes, it enables staff to build stronger customer relationships and maintain service excellence across all touchpoints.
Our Workshop Schedule
Looking for a different workshop schedule? Let us know your preferred dates, and we’ll do our best to accommodate.
Corporate Training inquiries are also welcome.
English (UK) 
繁體中文 
简体中文 