Effective communication is a critical aspect of all professional activities. Equip yourselves with the necessary skills to deal with a variety of typical workplace situations.
Part 1: From Singlish to English
- Importance of Standard English
- Overcoming common barriers posed by English
- Common language errors in terms of grammar, lexical phrases and pronunciation
- Practice of Standard English in common workplace situations such as interacting with customers face-to-face or over the phone
- Basic tips relating to pronunciation, stress, intonation and tone
Part 2: Non-Verbal Communication and Basic Etiquette
- Active listening
- Body language
- Basic telephone image and etiquette
- Basic customer service etiquette
Part 3: Understanding Emotional Intelligence
- Understanding the various areas of emotional intelligence
- Reviewing empirical evidence which highlights the importance of emotional intelligence
- Applying techniques to practice key aspects of emotional intelligence
- Managing difficult interactions
- Understanding the need for emotional intelligence, especially the impact of empathy and social skills on relationships
- Understanding sources of miscommunication and techniques for overcoming miscommunication
- Being aware of behaviours that obstruct or contribute to service effectiveness
- Experimenting with abandoning old behaviours and adopting new behaviours
Upon completion of this workshop, participants will:
- recognize the importance of using Standard English in oral communication;
- be aware of common language mistakes – in the context of the office and attending to customers
- face-to-face or over the telephone
- be able to replace Singlish structures and words with Standard English structures;
- be apply to apply basic pronunciation techniques to correct pronunciation of words;
- recognize the non-verbal cues portrayed from body language;
- recognize the importance of tone in voice (especially over the telephone);
- recognize their emotions – the ability to monitor their feelings;
- control their emotional response to situations;
- be attuned to the needs of others;
- read behavioral cues in order to accurately identify and respond to social situations