Communication Skills

Much of our communication and rapport building is based on non-verbal signals which we pick up visually. Only 7% of the communications we make are verbal. So how do we manage when we can’t see the person we’re speaking with?

How do we build rapport?

This module looks at the various communication skills, how to identify the preferred style of the caller, and how to change the language you use so that you can build rapport with the caller. We practise speaking in different styles so participants can understand the impact of their language on the resulting rapport.

We look at the assumptions you make and the impact they can have on the call, and learn how to lead the call and influence it’s outcome. For our Call Centre clients, we prefer to make use of your training recordings (where possible) within this module.