At the end of this course participants will be able to:

• Define communication.
• Know the importance of communication In regards to maintaining a competitive edge.
• Determine communication barriers.
• Overcome communication barriers.
• Determine communication components.
• Master body language skills.
• Know the basics of emotional intelligence.
• Understand personality types theories.

• Communication barriers
• Personality types
• Body language
• Dealing with people we can’t stand

Day 1

Introduction to Communication

1. Definition

2. Importance

3. Components and fundamentals

Day 2

Communication Barriers

1. Common shortcuts

2. Overcome barriers

Day 3

Personality Types

1. Definition

2. Importance

3. MBTI overview

4. How to use MBTI in real life effectively

Day 4

Body Language

1. Introduction to body language

2. How to use your body language effectively

3. How to understand others’ gestures easily

Day 5

Dealing with People We Can’t Stand

1. Tank personality

2. The sniper personality

3. The grenade personality

4. The know-it-all personality

5. The think-they-know-it-all personality

6. The yes person personality

7. The maybe personality

8. The nothing personality

9. The no person

10. The whiner personality

Wrap up

1. How can we easily use communication skills in the business environment?

At the end of this course participants will be able to:

• Know the importance of negotiation skills.
• Define negotiation and know the difference between negotiation and persuasion.
• Master beginning sales negotiating gambits.
• Master middle sales negotiating gambits.
• Master end sales negotiation gambits.
• Avoid pressure points during negotiations.

• Communication skills (review)
• Negotiation overview
• Sales negotiating gambits
• Negotiation on pressure points

Day 1

Communication Skills (Review)

1. Communication Definition

2. Communication barriers

Day 2

Beginning Sales Negotiating Gambits

• Rule 1: Ask for more than you expect to get

• Rule 2: Bracket effectively

• Rule 3: Never say “yes” the first time

• Rule 4: Flinch

• Rule 5: Play the reluctant seller

• Rule 6: Concentrate on issues

• Rule 7: Use the wise gambit

Day 4 and 5

Middle Sales Negotiating Gambits

• Rule 1: Appeal to a higher authority

• Rule 2: Note the declining value of service

• Rule 3: Never offer to split the difference

• Rule 4: Note the declining values of service.

• Rule 5: Mind the “hot potato”

• Rule 6: Avoid confrontation

• Rule 7: Watch your trade-offs

Day 6

Finding Sales Negotiating Gambits

1. Good guy/bad guy

2. Nibbling

3. Patters of concessions

4. Equal-sized concessions

5. Making the final concession

6. Giving it all away up-front

7. Testing the waters with a small initial concession

8. Withdrawing an offer

9. Position for easy acceptance

10. Writing the contract

Day 7

Negotiation Pressure Points

1. Time pressure

2. Information power

3. Being prepared to walk away

4. Take it or leave it

5. The fait accompli

6. The “hot potato”

7. Ultimatums

At the end of this course, participants will be able to:

• Prepare their presentations efficiently.
• Prepare a professional PowerPoint.
• Know the basics of the Prezi slideshow software.
• Deal with difficult types of audiences.
• Analyze audiences effectively.
• Reduce nervousness and fear.
• Understand the elements within the communication process.
• Use body language to support the message.
• Organize presentations from the introduction process to the conclusion process.

• Presentation skills overview
• Creating the content
• Delivery methods
• Verbal communication skills
• Delivering the content

Day 1

Introduction to Presentation Skills

1. Definition

2. Elements

3. Importance and usages

4. Differences between a good presenter and a bad presenter

Day 2 and 3

Creating the Content

1. Needs analysis

2. Writing the basic outline and objectives

3. Researching writing and editing

4. Analyzing audiences

5. Choosing the right location to present

Day 4

Delivery Methods

1. Basic methods

2. Advanced methods

Day 5

Verbal Communication Skills

1. Definition

2. Components

3. Difference between communication from one-to-one and from one-to-many

Day 6 and 7

Delivering the Content

1. Effective introduction

2. View the content

3. Reducing fear and nervousness

4. Pre-presentation process

5. Concurrent presentation process

6. Using body language

7. Feedback process

8. Dealing with dicult types of audiences

At the end of this course, participants will be able to:

• Define emotional intelligence.
• Know the difference between EI & IQ.
• Know the benefits of gaining EI skills.
• Know the five core skills of EI.
• Know how to use EI skills in the workplace.

• Self-awareness
• Managing emotions
• Motivation
• Empathy
• Social skills
• Business Practices

Day 1

Introduction to Emotional Intelligence (EI)

1. Definition

2. What is the difference between EI and IQ?

3. Benefits

4. Dimensions of EI model

Day 2

Self-Awareness

1. Self-awareness definition

2. Seeing yourself from another side

3. Johari windows

Day 3

Managing Emotions

1. Managing negative emotions

2. Understand our emotions

3. The science of emotions

4. Find your self-control, take back your amygdale

Day 4

Motivation

1. Definition

2. Importance of self-motivation

3. Tools and techniques for self-motivation

Day 5

Empathy

1. Definition

2. Barriers of empathy

3. Tools and techniques for developing empathy

Day 6

Social Skills

1. Defining social skills

2. Traits of a person with high social skills

3. How to create a good first impression

Day 7

Business Practices

1. Managers and emotional intelligence: is it necessary?

At the end of this course, participants will be able to:

• Define leadership.
• Know the difference between a leader and a manager.
• Know the most recent theories in leadership domain.
• Determine the challenges that leaders face in the 21st century.
• Have the required skills to be an effective leader.

• Leadership theories
• Contemporary issues in leadership
• Leaders’ skills

Day 1

Introduction to Leadership

1. Definition and principles

2. Differences between leadership and management

3. Leaders’ traits

4. 21st-century leaders

Day 2 and 3

Leadership Theories

1. Traits theories

2. Behavioral theories

3. Situational theories

4. Fiddler model

5. Path-goal theory

6. Leader-member exchange theory

7. Transactional theory

8. Transformational theory

Day 4

Contemporary Issues in Leadership

1. Empowering employees

2. National culture

3. Emotional intelligence

Day 5,6 and 7

Leaders’ Skills

1. Communication skills

2. Presentation skills

3. Persuasion skills

4. Management skills

5. Infuencing skills

At the end of this course, participants will be able to:

• Identify causes of conflict.
• Describe how diversity and differences can be harnessed.
• Define the negotiation process.
• Know negotiation characteristics.
• Define goals and objectives before conflict arises.
• Adjust their messages for people with varying communication styles.
• Be a master of all six phases of conflict resolution.

• Communication skills for handling conflicts
• Negotiation skills
• Conflict resolution

Day 1

Introduction to Conflicts

1. What is conflict?

2. Causes of conflicts

3. Differences, diversity, and opportunity

Day 2

Communication Skills for Handling Conflicts

1. Communication definition

2. Effective questioning

3. Effective listening skills

4. How to say “No” without annoying others

5. Causes of differences between people

6. Personality types (MBTI)

Day 3

Negotiation Skills

1. Negotiation definition

2. Negotiation characteristics

3. Negotiation tricks

4. Avoiding unethical tricks

5. Tips for a win-win negotiation

Day 4 and 5

Conflict Resolution

1. Conflict resolution with the Thomas-Kilmann instrument

2. Creating an effective atmosphere

3. Creating mutual understanding

4. Building a solution

At the end of this course, participants will be able to:

• Set their goals using the S.M.A.R.T. technique.
• Make an effective to-do list.
• Understand and implement the “Urgent vs. Important” matrix.
• Handle high-pressure and crisis situations effectively.
• Plan strategically.
• Have lasting skills to tackle procrastination.

• Goal setting
• Prioritizing your time
• Tackling procrastination
• Delegation skills
• Organizing the workspace

Day 1

Goal Setting

1. Goal definition

2. The three P’s

3. S.M.A.R.T. goals

4. Prioritizing your goals

Prioritizing Your Time

1. The 80/20 rule

2. The “Urgent vs. Important” Matrix

3. Assertiveness

Day 2

Tackling Procrastination

1. Why do we procrastinate?

2. Nine ways to overcome procrastination

3. Eat that frog

Day 3

Delegation Skills

1. Delegation definition

2. Delegation importance

3. Why don’t we delegate tasks for others?

4. When to delegate

5. To whom should you delegate?

6. How should you delegate?

7. The importance of full acceptance

Day 4

Organizing the Workspace

1. De-clutter

2. Managing workflow

3. Dealing with e-mail

4. Using calendars

At the end of this course, participants will be able to:

• Define customer service.
• Know the key elements of successful customer service.
• Know the importance of customer service.
• Recognize how one’s attitude affects service standards.
• Develop and maintain a positive customer attitude.
• Develop needs analysis techniques to better address customer needs.
• Master techniques for dealing with difficult customers.
• Understand when to escalate.
• Provide effective client service over the phone.
• Phrase more effectively for positive and clearer communication.
• Question effectively over the phone.
• Establish the right words for unambiguous, positive, and productive communication

• Foundation of customer service
• Identifying and addressing customers’ needs
• In-person customer service
• Establishing your attitude
• Recovering difficult customers
• CS over the phone

Day 1

Foundation of Customer Service

1. Who are the customers (internal/external)?

2. What is customer service?

3. Who are the customer service providers?

Foundation of Customer Service

1. Understanding the customer’s problem

2. Staying outside the box (not jumping to conclusions)

3. Meeting basic needs

4. Going the extra mile

Day 2

In-Person Customer Service

1. Dealing with at-your-desk requests

2. The advantages and disadvantages of in-person communication

3. Using body language to your advantage

Day 3

Establishing Your Attitude

1. Appearance counts (even if not in-person)

2. The power of the smile

3. Staying energized

4. Staying positive

Day 4

Recovering Difficult Customers

1. De-escalating anger

2. Establishing common ground

3. Understanding etiquette

4. Tips and tricks

Day 5

Understanding When to Escalate

1. Dealing with vulgarity

2. Coping with insults

3. Dealing with legal and physical threats

Day 6

Giving Customer Service Over the Phone

1. The advantages and disadvantages of telephone communication

2. Telephone etiquette

3. Tips and tricks

At the end of this course, participants will be able to:

• Write learning objectives.
• Formulate training benefits.
• Begin their courses with high influence using McClelland’s theory.
• Choose the learning techniques and present them.
• Develop exercises and manage them.
• Improve the use of voice skills.
• Improve body language skills.

• Learning theories
• Training management
• Delivery

Day 1 and 2

Learning Theories

1. GANG theory

2. KOLB theory

3. BLOOM theory

4. McClelland theory

Day 3, 4 and 5

Training Management

1. ADDIE model

2. Training needs assessments

3. Design phase

4. Development phase

5. Implementation phase

6. Evaluation phase

Day 6, 7 and 8

Delivery

1. Public speaking skills

2. Speaking confidently

3. Analyzing your audience

4. Introduction and conclusion for your speech

5. Dealing with tension and difficult types of audiences

6. The structure of persuasion

7. Listening skills

8. Ethics of professional trainers