Outcomes:

• Understand the different communication styles and the advantages and disadvantages of each; 
• Identify your communication style and understand your own behaviour preferences better;
  
• Use “I” messages in speaking up for yourself;
  
• Develop a more emotional intelligent response to situations and exercise better self-control and influence; and
  
• Learn to be persistent.

What you will learn:

• Defining communication styles
• Verbal & non-verbal assertive communication
• How to speak up for yourself to achieve the best results

Target Audience:

• Aspiring contact centre agents and customer service representatives.
• Individuals who already work as contact centre and/or BPO professionals seeking to enhance their contact centre skills for career growth.