Hi I want to make career as a soft skill trainer. Please help me out with the training module. I need the module as I am not aware of the training pattern and need assistance on the same.
From India, Delhi
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From India, Delhi
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I have attended one session of soft skills training in my company. I can help you with the agenda that was covered in soft skill training (BPO sector):
1) What is Communication?
2) Components of Communication - Sender/Receiver, Message, Channel, Feedback, Response
3) 3 V's of Communication - Verbal/Vocal/Visual with examples
4) Voice Power - 7 aspects of voice power: Volume, Pitch, Pausing, Speed, Pronunciation, Tone, Stretching & Stressing the words (Inflection)
5) Listening Skill - Difference between listening & hearing
6) Steps to Be a Good Listener
7) Barriers of Listening Skill (Environment, Technical gadgets, Assumption, Wandering mind)
8) Types of Customers (Bold, Passive, Talkative, Irate)
9) How to Handle Each One of Them
10) Telephone Etiquette (Opening of the call, Body of the call & Closing of the call) Hold procedure/Transfer procedure
11) Make Them Understand Their Job Role & Responsibilities
12) Mock Call Practice
I hope this information is helpful to you. Let me know if you need more details or assistance.
Regards.
From India, Chennai
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1) What is Communication?
2) Components of Communication - Sender/Receiver, Message, Channel, Feedback, Response
3) 3 V's of Communication - Verbal/Vocal/Visual with examples
4) Voice Power - 7 aspects of voice power: Volume, Pitch, Pausing, Speed, Pronunciation, Tone, Stretching & Stressing the words (Inflection)
5) Listening Skill - Difference between listening & hearing
6) Steps to Be a Good Listener
7) Barriers of Listening Skill (Environment, Technical gadgets, Assumption, Wandering mind)
8) Types of Customers (Bold, Passive, Talkative, Irate)
9) How to Handle Each One of Them
10) Telephone Etiquette (Opening of the call, Body of the call & Closing of the call) Hold procedure/Transfer procedure
11) Make Them Understand Their Job Role & Responsibilities
12) Mock Call Practice
I hope this information is helpful to you. Let me know if you need more details or assistance.
Regards.
From India, Chennai
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Soft skills training program.pdf