Effective Communication Skills for Frontline Staff

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

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