1Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.

Group Presentation – Communication Skills Training Design Proposal

11th March 2015

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.2

• Company Background – Hotel X

Communication Skills – Training Design Proposal

– Total 600 staffs• Target audience – 32 front

desk staff

– Corporate mission• Company goals, beliefs and

principles are the foundation of the work we do every day on behalf of our guests

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.3

• Problem Statement

Management team are concerning of following issues:

• Increase on Communication-related complaints

• Higher Operational blunder rate due to communications

• Lower Customer satisfaction

Communication Skills – Training Design Proposal

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.4

• Training Need Analysis

Communication Skills – Training Design Proposal

Documentations•Compliments & complaints Data•Customer Service log book•Generic guest feedback form data

Questionnaires• Tailored Customer Satisfaction Survey• GRO Interview

Observation • Mystery Shopper

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.5

• Training Objective

Communication Skills – Training Design Proposal

1.The learners will be able to apply 7Cs Principle into various communication channels in order to lessen communication-related complaints by 10% in 1 year.

2.The learners will be able to overcome the communication barriers to eliminate the operational errors by 15% in 1 year.

3.The learners will be able to solve difficult situations with tactful and diplomatic communication strategies leading to increase in customer satisfaction by 12% in 1 year.

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.6

Lesson Plan Overview

Communication Skills – Training Design Proposal

Course Title – Communication Skills TrainingLocation: Hotel Conference Room Seating Layout: Cabaret

Deliver Methodology: • Lecture ☒ • Role Play ☒• Demonstration ☐ • Simulation ☒• Group Discussion ☒ • Game ☒• Case Study ☐ • Field Visit ☐

Resource Requirement: Power point Video, Audio equipment Online Access RFID device (For voting) Paper, pen Flip Chart Memo stick

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.7

Communication Skills – Training Design Proposal

Pre-Training Assessment

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.8

Communication Skills – Training Design Proposal

Outline of Lesson Plan

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.9

Outline of Lesson Plan (cont’)

Communication Skills – Training Design Proposal

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.10

Outline of Lesson Plan (cont’)

Communication Skills – Training Design Proposal

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.11

Outline of Lesson Plan (cont’)

Communication Skills – Training Design Proposal

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.12

Outline of Lesson Plan (cont’)

Communication Skills – Training Design Proposal

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.13

Registration (09:00 - 09:15)

Seating Plan

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.14

Welcome & Agenda Briefing (09:15 – 09:30)

Video Clip: Communication of Yesterday, Today & Tomorrow

Debriefing: Face-to-face communication is still the most effective way.

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.15

Ice-breaking (09:30 – 10:00 )

Game: Chinese Whispers

Debriefing:Two-way communication

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.16

Effective Communication with Customers (10:00 – 12:30)

Video Clip : STOP communicating INEFFECTIVELY

Debriefing: Using the 7 Cs principles can help you to improve your verbal communication skill.

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.17

Effective Communication with Customers (10:00 – 12:30)

Activities:

Lecture

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Lunch (12:30 – 13:30)

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.19

Exercise after Lunch (13:30 – 13:50)

Game: Blind Objects

Debriefing: Ability to give accurate descriptions as well as listening.

Describing “balabala…”

Guessing “Oh…”

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Communication Barriers (13:50 - 14:30)

Video Clip: A Failure to Communicate

Group Discussion on communication barriers

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.21

Communication Barriers (14:30 - 14:50)

Game: “Da Vinci Code”

Debriefing: Active listening and utilizing the use of words

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.22

Communication Barriers (14:50 - 15:10)

Game: Long Distance Communication

Debriefing: Applying non-verbal clues as an aid of two-way communication

Long Distance

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Coffee Break (15:10 – 15:30)

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Handling Difficult Situations (15:30 – 16:45)

Video Clip : Survive in the Forest

Debriefing: the use of leading questions

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.25

Handling Difficult Situations (15:30 – 16:45)

Debriefing: the use of leading questions could be an alternative when seeking for an answer

Self-directed scenario discussion

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Simulation (16:45 – 17:45 )

Debriefing: To summarize the training contents covered in today's program

Simulation Scenario

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Q & A Post-Training Evaluation (17:45 - 18:00)

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• Training Evaluation– Kirkpatrick training evaluation model

Communication Skills – Training Design Proposal

Level 1

Reaction

Level 2

Learning

Level 3

Behavior

Level 4

Results

What – Training Effectiveness When – End of training

How – Questionnaire

What – Training Effectiveness When – End of training

How – Questionnaire

What – 7 Cs model, active listening, interpreting nonverbal clues, utilize the written word

When – End of training, During training

How – Test, Role play, Simulation & Post-training Questionnaire

What – 7 Cs model, active listening, interpreting nonverbal clues, utilize the written word

When – End of training, During training

How – Test, Role play, Simulation & Post-training Questionnaire

What – Apply effective communication – verbal & non verbal communication technique & barrier, handling difficult customers

When – start from 2 to 4 weeks determine moving average

How – Mystery shopper, Tailored communication related survey, GRO interview

What – Apply effective communication – verbal & non verbal communication technique & barrier, handling difficult customers

When – start from 2 to 4 weeks determine moving average

How – Mystery shopper, Tailored communication related survey, GRO interview

What – Lessen the communication-rated complains; decrease the operational errors in relation to communication; enhance the customer satisfaction with tactful communication skills

When – start from 3 – 6 months determine moving average

How – The Best Concierge Service Award, Annual reports (P&L)

What – Lessen the communication-rated complains; decrease the operational errors in relation to communication; enhance the customer satisfaction with tactful communication skills

When – start from 3 – 6 months determine moving average

How – The Best Concierge Service Award, Annual reports (P&L)

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.29

• Measurable Results– Annual Report– Customer Satisfaction Survey

Communication Skills – Training Design Proposal

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.30

• Appendix

Pre & Post Self evaluation –

Word Search –

Scenario for role play –

Scenario for simulation –

Questionnaire (For Level 1 - Trainees' feedbacks on training) –

Communication Skills – Training Design Proposal

Word Search

Role Play

Assessment

Simulation

Questionnaire for Level 1

Detailed lesson plan –

Simplified lesson plan (.doc) –

Training related Songs –

Lesson Plan - Simplified

Chris Rea - That's What They Always Say

The Animals - Don't let me be misundersto

The Cardigans - Communication

Lesson Plan - Detail

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.31

Communication Skills – Training Design Proposal