Human Resources

Soft skills in the workplace and why they matter…

Format: Presentation, written and interactive tasks
Presenter: Kass Hawkley    
Time: 4 hours

Outline:

Through attending this soft skills session attendees will be able to improve their listening skills and their ability to communicate effectively, not only with a diverse customer base but also with those customers that are unhappy with the service they have received. Using Emotional Intelligence and both verbal and non-verbal communication techniques front facing customer service staff will become more positive, confident and skilled members of their teams.

The aims of the workshops are to:

  • Give staff a greater understanding of how well they are currently using their soft skills
  • Give them the tools to improve their ability to listen effectively, communication clearly both verbally and non-verbally
  • Enhance their levels of emotional intelligence.

Learning outcomes:

By the end of this workshop participants will:

  • Understand the 10 principles of effective listening
  • Have an understanding of different types of communication and it’s barriers, both verbal and non-verbal 
  • Have an awareness of effective communication skills
  • Have more tools to help them deal with unhappy customers
  • Have a deeper understanding of emotional intelligence
  • Know how to enhance their working environment through positive thinking.