Objectives:

• Building a successful Ladies & Gentlemen Corporate Image; 

• Standardizing the norms of Corporate behavior;

• Achieving a better visual and Audible effect while enhancing communication skills.

• Achieving a strategic office layout.

Course Contents :

 

 Module1:

 

Your Non-Verbal Effectiveness and Orientation (human interaction)

Your accomplished First Impression

Your Body Language and Deportment

Desks, tables and strategic seating arrangements.

 

 Module 2 :

 

Communication skills :

 

What does a customer want ?

Your role is valuable as projecting ICE's image.

Your first impression counts (visual & audible).

The art of reaching a high quality call.

 

Module 3:

 

The initial contact:

 

Discussing  elements of professionalism.

Role playing & case study.

 

Module 4:

 

Discussing eight essential communication skills:

 

     1-  Your verbal effectiveness; Voice.. do's & don'ts.

     2-  Listening effectively and actively.

     3-  Extending common courtesy.

     4-  Avoiding giving a wrong impression.

     5- Gathering customer information.

     6- Satisfying the angry caller.

     7- Managing technology.

     8- Role playing; closing the conversation.

 

Module 5:

 

Rehearsing a step-by-step technique of greeting the customer :

 

Practicing courtesy and using positive statements

Identification.

Introduction.

Offering help.

Listening.

Developing the art of asking "closed" and "open questions";

role playing.

Introducing a new strategic language:

K.I.S.S. (keep it short & simple).

Maintaining a positive attitude while being effective.

 

Module 6:

 

 Ladies & Gentlemen Style & Corporate Image:

 

Dress code.

Tips on accessories, colors and fragrances.

Make-up technique and make-up etiquette.

Personal hygiene.

Personality assessment.

 

Module 7:

 Tips on stress Management

 

Training Methodology:

- An interactive course with role playing and simulated exercises.

 

- Group activities, pair work & individual projects.

Target Audience:

P.R., Admin., Assistant Admin., Receptionists, Secretaries, Sales & human resource.

Venue:
Ramses Hilton Hotel

Course Language:
The Course will be held in English language.

Location and Duration:
 3 Days 24, 25 and 26 of February, 2008
 From  6:00 to 10:00 p.m.

Registration Deadline:
Tuesday 19^th of February, 2008