The activities in this collection stimulate discussion and learning by actively involving all participants. Quick and to the point, the SkillBuilders: 50 Communication Skills Activities help participants to develop the skills necessary to providing quality customer service. Whether communication is being addressed directly or indirectly in your training programme, lay the groundwork for skill developments.
Communication is the foundation of all human interaction - and the basis of all training programmes. From team-building and leadership to customer service and supervisory training, communication is a fundamental skill that should be integrated into all types of training.
This collection of activities involves participants directly in the learning process through its interactive approach. And the exercises are basic enough to include in any training programme that incorporates communication skills.
SkillBuilders: 50 Communication Skills Activities addresses eight critical customer service-related skill areas:
• Active Listening
• Giving and Receiving Feedback
• Communication Conflicts
• Delivering Your Message
• Written Communication
• Nonverbal Communication
• Presentation Skills
• Assessing Others' Communication.
Organised according to learning application, the activity collection includes a handy reference table for pinpointing the best activities for your training needs, reproducible participant materials, facilitator guidelines, transparency masters, and more.
|Attribute name||Attribute value|
|OBJECTIVE||To improve customer service-related skills|
|AUDIENCE||Customer service employees|
|TIME REQUIRED||Ranges from 10 - 60 minutes per activity|
|AUTHOR||Karen Lawson, Ph.D.|