Module I is a pre-requisite for Module II. Quality Service
Module II focuses on effective communication skills and the impact
it can have on the level of Quality Service you provide. This
module offers you the opportunity for hand-on skills practice in
face-to-face communication, active listening techniques, and
defusing a difficult situation.
Learn
- How Effective Communication is defined and its role in
providing Quality Service
- Steps for improving your face-to-face communication skills
- How to use active listening to help you become a better
listener
- How to defuse a difficult situation and reach agreement
- Tips for communicating with your supervisor
- Tips for effective telephone communication
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