Highly Effective Communication Tools

7/30/2019 Highly Effective Communication Tools

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HIGHLY EFFECTIVE

COMMUNICATION

TOOLS

Writing Skills

Impactful Presentations

Speaking Skills

Telephone Skills

Integrated as

EFFECTIVECOMMUNICATION

Success Skills by ICSPSInstitute for Communication Skills and Public Speaking

Proven, Tested and Demonstrable


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HIGHLY EFFECTIVE COMMUNICATION TOOLS

Skill, Train and Develop your communication abilities, all the time ICSPS

Effective Writing Skills

Good writing is

supposed to evoke

sensation in the

reader - not the fact

that it is raining, but

the feeling of beingrained upon.

E. L. Doctorow

Outcomes:

1.Use the orthography (writing system) correctly, including the script, and spelling andpunctuation conventions.

2.Use the correct forms of words. This may mean using forms that express the righttense, or case or gender.

3.Put words together in correct word order and use vocabulary correctly.4.Use the style appropriate to the genre and audience.5.Make the main sentence constituents, such as subject, verb, and object, clear to the

reader.

6.Make the main ideas distinct from supporting ideas or information.7.Make the text coherent, so that other people can follow the development of the ideas

Opportunity:

Individuals and Organisations both have an opportunity to develop their skills aroun

planning, preparing and writing with greater confidence. This 1 or 2-Day Writing Skil

workshop is designed and constructed to help individuals draft letters, memos, e-mai

and short reports that get results. Further to help individuals produce writtecommunications that relay your message to the recipient in a positive, professional an

persuasive manner. To save time and handle correspondence with less instruction.

The workshop enables individuals to adapt a writing style that suits the nature of th

correspondence whilst achieving clarity and brevity; to write accurately an

professionally while avoiding unnecessary jargon or clichs.

Individuals will avoid common errors and use sentences, paragraphs and punctuatio

correctly and effectively. Theyll be able to analyse and edit their work quickly an

constructively and adopt effective proofreading techniques.

EFFECTIVE

WRITING SKILLS


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A well organized

and constructed

message with

the right tone


Effective Writing Skills affect the Top Line and the Bottom

Line

While writing may not feature SIGNIFICANTLY at the top of

organsiations must have skills. It is a skill that costs

organisations both time and money. Bad and poor writing

skills have left organizations with poor bottom lines and with

even poorer top line performance.

The ability to string words together in a meaningful way to

reflect thoughts, opinions, and feelings provides the writer

with these important advantages:

Ability to inform, persuade and direct. Ability to distinctively stand out from the rest. To benefit derivatively socially and professionally

The Effective Writing Skills workshop is taught as a one or

two-day, facilitator-led program where participants will

learn how to:

Plan, prepare and write with greater confidence. Construct letters, memos, e-mails and short reports that

get results.

Produce written communications that relay yourmessage to the recipient in a positive, professional and

persuasive manner.

Save time and handle correspondence with lessinstruction.

Adapt your writing style to suit the nature of thecorrespondence whilst achieving clarity and brevity.

Write accurately and professionally while avoidingunnecessary jargon or clichs.

Avoid common errors and use sentences, paragraphs andpunctuation correctly and effectively.

Analyse and edit your work quickly and constructivelyand adopt effective proofreading techniques.

This workshop also includes the following tools:

A comprehensive guidebook Evaluation forms to measure your effectiveness

RESPONSIBILTIES OF A GOOD WRITER

PROGRAM FAST FACTS

Duration 1 or 2 Days

Program Levels Basic / Intermediate / Advanced

Prerequisite None

Pre-work None

Delivery Method Group / Live Instructor led

Give your team members the TOOLS the Knowledge, Skill and Ability to take their communication skills to the next

competitive level.

For more information about ICSPS Effective Writing Skills workshop, contact your ICSPS client partner or call +91 8860572535 to

be put in touch with someone in your local area who can help you organize a day with ICSPS.

PERSONAL EXCELLENCE | SALES EXCELLENCE | COMMUNICATION EXCELLENCE

Everything under - Speaking Skills | Presentation Skills | Writing Skills | Listening Skills is at ICSPS

Web: www.icspsindia.com | Email: [email protected] | Phone: +91-8860572535

Polished and

refined

language skills

with appropriate

vocabulary

A well developed

individual character

and personality


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Effective Individuals | Effective OrganisationsProgramme Outline


Effective Writing Skills: 2-Days

Workshop Timeline Learning Areas and Competencies

Day 1 Morning

Introduction to Effective Writing Skills

The Principles of Effective Writing Skillsa) Types of business documents: letters, reports, e-mails, facsimiles and

minutes

Day 1 Morning

Understanding Grammar, Syntax and

usages

Avoiding Common Problemsa) The rules and reasons for grammar - avoiding common pitfallsb) Building better sentences - using punctuation to aid understandingc) Vocabulary, spelling, jargon and slangd) Formal words, proprietary names and copyright

Day 1 Afternoon

Understanding how written

communication is perceived

The Recipienta) Focusing on the reader's requirementsb) Using the right approach - responding to complaints, giving information,

getting action, interesting customers etc.c) Creating an impact - getting and maintaining the reader's attentiond) The use of 'action words' to inspire positive response and results

Day 1 Afternoon

Designing and Delivering Effective

Written Communication

Preparation and Approacha) Clearly defining the objectives of the documentb) Gathering factual information to assist in conveying your messagec) Organising your thoughts/material logicallyd) Simple structuring

Day 2 Morning

Introduction to Styles and Personalities

around writing

Styles of Writing and Being Persuasivea) A 'reader-friendly' style - compelling openings and positive conclusionsb) Informative, persuasive or assertive writingc) Imaginative use of vocabulary

Day 2 morningDeveloping business communication

Developing Your Style of Business Writinga) Overcoming 'word inflation' and cutting out the 'waffle'b) Writing in a clear, concise and professional business mannerc) Expressing yourself - conversational and appealing writingd) Enhancing your language skills and expanding your vocabulary

Day 2 Afternoon

Exploring ways to self assess and

discover

Constructive Self-analysisa) Avoiding redundant phrases, unnecessary jargon and clichsb) Identifying and correcting grammatical errorsc) Proof-reading and editing - avoiding time-consuming rewrites

Day 2 Afternoon

Establishing personal development

standards and habits

Personal Developmenta) Progressing your writing skills - introduction to report writingb) Refining your skills - learning to get it right first timec) Formulating an action plan


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A man is but the

product of his

thoughts; what hethinks, he becomes.

What he presents is

perceived.

MahatmaGandhi

Outcomes:

1.Individuals learn how to define the purpose of a presentation.2.Individuals learn how to design presentations around essential objectives.3.Individuals learn how to gather content and presentation ideas.4.Individuals learn how to structure the subject matter.5.Individuals employ proven strategies for delivering powerful presentations.6.Individuals understand how to design and deliver effective visuals.7.Individuals learn techniques for polishing and mastering presentation delivery.8.Individuals learn the practice, the plan, demonstrate experience and environment

controls.

Opportunity:

Impactful Presentations is an intensive and highly interactive two-day training program

to help ensure individuals get the most from every presentation opportunity. Th

program is ideal if an individual is exposed to presentations or public speaking and nowants to achieve more with effective and impactful presentations.

Individuals gain a wide range of practical experience through many exercises (voic

physical presence, body language etc) and the delivery of four presentations. Each of th

presentation provides a different challenge and gives the individual the opportunity t

develop their ability to present in different styles, occasions, context and purpose.

All this to help individuals in organizations to communicate with dynamic, engaging, an

truly impacting live presentations. Presentation skills that could elevate their credibilit

and their organizations success.

IMPACTFUL

PRESENTATIONS


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A well organized

and constructed

message


Impactful Presentations affect the Top Line and the Bottom

Line

In a crowded marketplace of ideas, you have to get to the

point and you have to get the point across. Empowering all

team members, especially key employees, with impactful

presentation skills helps prevent communication

breakdowns, disorganization, and lost revenue. Your

organization could experience the positive business impact

of presentations that are clear, convincing, compelling and

motivating.

The Impactful Presentation workshop is taught as a one or

two-day, facilitator-led program where participants will

learn how to:

Identify the presentation objectives, audience needs, andexpectations

Identify and map audiences to keep the content relevantand contextual

How to gather content and presentation ideas anddevelop structures

Utilize powerful communication and persuasionstrategies, even in the face of fear

Use Visual Aids and build a self guide on how to usevisuals effectively

Participate in group and team presentations on anyoccasion.

Practice to perfection, prepare effective presentationnotes, and handle questions

Build a unique and characteristic signature presentationstyle


A comprehensive guidebook An easy-to-use Presentation Planner Evaluation forms to measure your effectiveness

RESPONSIBILTIES OF A GOOD PRESENTER

PROGRAM FAST FACTS



Prerequisite None

Pre-work None


* Note this program can be transposed and interchanged for

both audiences. Those that make presentations live and those

that make virtual presentations (telepresence, telephone or web

presentations)


competitive level.

For more information about ICSPS Impactful Presentation workshop, contact your ICSPS client partner or call +91 8860572535 to





Polished

and refined

delivery skills

A well developed


and personality


7/22



Impactful Presentations: 2-Days


Day 1 Morning

Introduction to Impactful Presentation

Introduce easy to remember presentations ideas Identify organisation quality standards on presentations Develop a personal presentation inventory or template Focus on your customers as your audience Learn the Short SweetSimple Formula Focus on your workshop presentation at hand

Day 1 Morning

Designing an Impactful Presentation

Plan your messageb) Identify your purpose/objectivec) Analyze your audienced) Map your context with relevancee) Assess the situation / situational need

Develop your contenta) Brainstorm or mind-map/text-map your ideas

Affinity Diagramsb) Organize and bring order to your contentc) Establish your key supporting pointsd) Develop your introduction and conclusione) Prepare your presentation notes

Day 1 Afternoon

Delivering an Impactful Presentation

Eye contact, facial expression, gestures, movement, appearance and voiceamong other general body language cues

Five steps towards effectively building rapport1. Matching the persons physiology2. Matching their voice3. Matching their breathing patterns4. Matching how they deal with information5. Matching common experiences

Day 1 Afternoon

Designing and Delivering a Visually

Effective Presentation

Guidelines for designing and delivering visuals effectively Visual Aid guideline introduction and practice

a) Use visual aids to stimulate and focus participants attention.b) Check to make sure visuals work and you know how to use them.c) Encourage the participants to take notes.d) Make each visual instance count.e) Reveal visual information gradually rather than all at once.f) Provide handouts of computer presentations (e.g., PowerPoint) with space

for additional notes where possible.

Team presentationsDay 2 Morning

Introduction to Human Factors Use practice and coaching techniques Develop peer groups or LAPS (Learning and Practice Sessions) Develop a peer facilitated assessor or evaluator group/team Manage presentation stress

Day 2 morning

Managing an Impactful Presentation

Handling questions effectively Managing hostility

Day 2 Afternoon

Managing an Impactful Presentation

Prepare and deliver team presentations


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Effective Speaking Skills

There are always

three speeches, for

every one you

actually gave. The

one you practiced,

the one you gave,and the one you

wish you gave.

Dale Carnegie

Outcomes:

1.Individuals learn how to open a conversation on any speaking occasion.2.Individuals learn how to develop critical thinking skills spontaneously3.Individuals learn how to fine-tuning verbal and nonverbal skills as they speak.4.Individuals learn how to structure the subject matter and move it as it demands.5.Individuals employ proven strategies for delivering powerful speeches and pitches.6.Individuals learn techniques for polishing and mastering speech delivery.7.Individuals learn the practice, the plan, demonstrate experience and environment

controls.

Opportunity:

This workshop takes away the speaking fears and phobias and transforms individuals int

polished professionals who get their ideas across with poise and enthusiasm. Tap int

these techniques and achieve amazing results with Speaking Skills.

The workshop starts with the basics and moves quickly into actually delivering talks - yowill be on your feet and presenting concrete and compelling arguments like

professional in no time. You will become aware of how to use sophisticated technique

like voice modulation, grabbing attention, leading conversations and idea pyram

construction for creating impact and persuasion.

Speaking Skills workshops are very engaging and interactive guaranteeing individu

attention, personal direction and advice about your own presentation style. A

presentations are audio and videotaped, so you can actually evaluate your progress from

a greenhorn to a pro. Take the step from nervous novice afraid to speak to savvy speake

eager to speak on any occasion.

EFFECTIVE

SPEAKING SKILLS


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A well organized

and constructed

message


Effective Speaking Skills affect Individual and Organisation

social and business performances directly

While a picture may be worth a thousand words, those words

will no doubt come in handy if the picture is distorted orpoorly understood. After all, the best way to communicate is

through speech.

The ability to orchestrate words in a meaningful way to

reflect thoughts, opinions, and feelings in concert provides

the speaker with these important advantages:

Ability to inform, persuade and direct. Ability to distinctively stand out from the rest. To benefit derivatively in social and business situations

The Effective Speaking Skills workshop is taught as a one or

two-day, facilitator-led program where participants willlearn how to:

Pronounce the distinctive sounds of a language clearlyenough so that people can distinguish them. This

includes making tonal distinctions.

Use stress and rhythmic patterns, and intonation patternsof the language clearly enough to be understood.

Use the correct forms of words. This may mean, forexample, changes in the tense, case, or gender.

Put words together in correct word order. Use vocabulary appropriately and language variety that is

appropriate to the situation and the relationship to the

conversation partner. Make clear to the listener the main sentence

constituents, such as subject, verb, object, by whatever

means the language uses.

Make the main ideas stand out from supporting ideas orinformation.

Make the discourse/conversation hang together so thatpeople can follow what you are saying or selling.



RESPONSIBILTIES OF A GOOD SPEAKER

PROGRAM FAST FACTS



Prerequisite None

Pre-work None


* Note this program can be transposed and interchanged forboth audiences. Those that speak live and those that speak ove

virtual media(telepresence, telephone or web presentations)


competitive level.

For more information about ICSPS Effective Speaking Skills workshop, contact your ICSPS client partner or call +91 8860572535 to





Polished

and refined

delivery skills

A well developed


and personality


10/22



Effective Speaking Skills: 2-Days


Day 1 Morning

Introduction to Effective Speaking Skills

Effective Speaking Skills as we know it Communication aiders and facilitators Effective Communication Skills Barriers to effective human communication

a) Physical barriers, System design, Attitudinal barriers, Ambiguity ofwords/phrases, Individual linguistic, Physiological barriers, Presentation of

information.

Communication noisea) Environmental noise, Physiological-impairment noise, Semantic noise,

Syntactical noise, Organizational noise, Cultural noise, Psychological noise.

Components and constituents parts of a good speecha) The rhetorical triangle (Ethos, Pathos and Logos)

Speaking to inform, to persuade and to entertainDay 1 Morning

Designing an Effective Speech

Speech Planning and Organizationa) Name and explain the three functional parts of a speech.

Introduction, Body and Conclusionb) Identify and explain the common organizational patterns for speech ideas

(chronological, spatial, topical, etc.)

c) Identify the goals of an introduction, and the variety of methods used toachieve them.

d) Identify the goals of a conclusion, and the variety of methods used to achievethem.

e) Develop a fully planned speech, through the use of a preparation outline. Developing your speech contentf) Brainstorm or mind-map/text-map your ideas

Affinity Diagramsg) Organize and bring order to your contenth) Establish your key supporting pointsi) Develop your introduction and conclusion

j) Prepare your speech notesDay 1 Afternoon

Delivering an Effective Speech Eye contact, facial expression, gestures, movement, appearance and voice

among other general body language cues (animate it over the phone)

Five steps towards effectively building rapport6. Matching the persons physiology7. Matching their voice8. Matching their breathing patterns9. Matching how they deal with information10. Matching common experiences

Day 1 Afternoon

Understanding Listening Skills

Effective Listening Skills1. The role listening plays in communication situations.2. The significance of active listening.3. The listening process. (Receiving, Attending, Understanding and Responding

With a recent inclusion of Remembering)

4. Identification the different types of listening skills and the situations in whichthey are employed.

5. Identification of methods for improving listening skills.6. A systematic program of listening self-improvement


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Day 2 Morning

Designing and Delivering a VisuallyEffective Speech

Developing Speech Presentation Skillsa) Compare and contrast the four methods of delivery.

Reading, Memorization, Extemporaneous and Impromptub) Recognize the appropriate delivery methods for particular speaking

situations.

c) The importance of rehearsing a speech for the maximum effect.d) Illustrations of effective verbal and non verbaldelivery skills.

Day 2 Morning

Designing and Delivering the three types

of Speeches

Compare and contrast the characteristics of the informative, persuasive andentertainment speeches.

Informative:a) Understanding informative speaking and techniques used in effective

informative speaking.

b)

The various ways to overcome common problems in informative speaking.c) Prepare and present an informative speech. Persuasive:

a) Define and explain various theories of persuasion in public speaking.b) Aristotles three modes of artistic proof: logos (logical proof), pathos

(psychological or emotion proof), and ethos (credibility)

c) Prepare and present a persuasive speech. Entertainment:

a) Understanding the types of speeches of entertainment.b) Prepare and present a persuasive speech.

Day 2 Afternoon

Managing an Effective Speech

Handling questions effectively Managing hostility, objections and apprehensions

Day 2 Morning

Introduction to Human Factors Use practice and coaching techniques Develop peer groups or LAPS (Learning and Practice Sessions) Develop a peer facilitated assessor or evaluator group/team Manage Speaking and Communicating stress


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Telephone Skills (Sales & Service)

You want to make

that one good

phone call! The best

way to perfect

calling is to get onthe phone.

Anonymous

Outcomes:

1.Individuals will learn how to provide effective client service over the phone2.They will project a professional image over the phone3.Master a professional, effective and reassuring telephone voice4.Gain client's trust using proven communication techniques5.Learn to question effectively over the phone6.Master proven techniques to manage irate customers professionally7.Learn tips for handling a busy receptionist/gatekeeper8.Phrase more effectively for positive and clearer communication9.Establish the right words for unambiguous, positive and productive communication

Opportunity:

This Telephone Skills Training course will provide your staff with the awareness and skil

they need to handle phone calls professionally. This will ensure the positive image o

your organisation is reinforced and strengthened with every conversation.

In today's business environment, telephone etiquette displayed in organisations indicative of its willingness and ability to efficiently assist customers, both internal an

external. The skills and the attitude projected over the telephone form a lastin

impression in the minds of an organisation's customer, making it a critical custome

'touch point'.

Nowadays, virtual teams are the norm rather than the exception, and one of the

primary channels of communication is the telephone. Hence, it is imperative fo

employees to have a good understanding of business telephone etiquette in order to a

efficient information exchange.

TELEPHONE

SKILLS (Sales & Service)


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handy with all

the relevant

information

regarding the

call



Telephone Skills (Sales & Service) affect the way

information is disseminated in and out of the organisation

Effective use of the telephone is an essential skill within

every department of every organisation. Many people areunaware of the image they portray whilst involved in

telephone conversation. This training course aims to give

the individual the skills required to understand what

constitutes a good telephone manner; gain confidence and

give a good impression when dealing with different people

on the telephone and pass on and source/extract messages

effectively.

The Telephone Skills (Sales & Service) workshop is taught as

a one or two-day, facilitator-led program where participants

will learn how to:

Identify the advantages and disadvantages of using thetelephone

Create a positive impression with clients and customers Develop relevant skills in communicating technical

information efficiently and effectively over the telephone

Develop listening skills to help them understand what thecustomer is saying

Understand what the customer really thinks and measuretheir satisfaction

Use voice control to maximise effectiveness Deal with enquiries, complaints and take messages

quickly and effectively Deal with customer dissatisfaction Effectively deal with English dialects and accents on the

telephone



RESPONSIBILTIES OF A GOOD TELECALLER

PROGRAM FAST FACTS



Prerequisite None

Pre-work None



competitive level.

For more information about ICSPS Telephone Skills (Sales & Service) workshop, contact your ICSPS client partner or call +91

8860572535 to be put in touch with someone in your local area who can help you organize a day with ICSPS.




is prepared

and can

immediately

get

on calls

exercises care,

patience, listens and

most of all delivers


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Telephone Skills (Sales & Service): 2-Days


Day 1 Morning

Providing Effective Client Service

The commandments of good telephone skills What makes an effective client communicator? The sins of service you should avoid Skills and attributes of an effective client communicator High emotion - low intelligence Role Plays

Day 1 Morning

Your Telephone Voice

Communication skills Five qualities of a good telephone voice Vocal qualities checklist Role Plays

Day 1 Morning

Gaining your Client's Trust

Create a great first impression Put your customer at ease

Finding a better phrase Ending a call politely and professionally Role Plays

Day 1 Afternoon

Prepare Yourself

Professional handling of incoming calls Transferring calls Taking messages Role Plays

Day 1 Afternoon

Effective Questioning

Questioning techniques Questions/Objections? Open and closed questions Questions to keep control of the call Telephone techniques Role Plays

Day 2 morning

Irate Clients

Determine why your client is irate Learn the challenges of irate clients Have a HEART to defuse an irate client Role Plays

Day 2 Morning

Reception Tips

How to negotiate past receptionists/gatekeepers Top useful reception/gatekeeper tips Role Plays

Day 2 Morning

Better Phrases

Improve your interaction with inbound calls Better your outbound calls success Role Plays

Day 2 Afternoon

Action Plan Create a personal action plan What I am going to implement immediately on-the-job

Day 2 Afternoon

Wrap up and course conclusion

Review the course Share ideas and personal challenges Question and answer time


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Effective Communication Skills

The best way to get

anything done is to

effectively

communicate your

purpose Anonymous

Outcomes:

1.Individuals will be better acquainted with the US & the UK accent and Culture2.Individuals with demonstrate better call handling skills situational-appropriate3.They will have better email writing skills and demonstrate email etiquette4.Individual will open calls effectively and apply the art of persuasion5.Client handling over the phone will be revitalized with adjustable approaches6.The overall written communication skills standards will be elevated and observed7.Individuals will be able to deliver impactful and compelling presentations

Opportunity:

This program primarily focuses on the demonstration of how effective communication

brought about and the four language skills that bring about this - Listening, Speakin

Reading and Writing. The primary aim is to enable individuals to recognize and discove

their language strengths and weaknesses and to develop on opportunities.

Further, this highly interactive, two-day program is designed to enhance communicatio

skills. Individuals will learn effective tools and techniques for effectively interpretin

communicative behavior. Through case studies and exercises, they will practice wayand adopt approaches to speak effectively, to listen effectively, and practic

summarizing what others are saying to avoid conflict. They will learn about the

communication styles, their preferences, and considerations for using another sty

when interacting with others. We will use additional case studies to identify be

practices in giving and receiving constructive feedback.

You will be among the few professionals who communicate their ideas and though

effectively both in verbal and written formats. Demonstrate clear communication t

avoid mistrust and misunderstandings in the organisation. In order to compete in th

marketplace it is essential to clearly and effectively communicate.

EFFECTIVE

COMMUNICATION


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Effective Communication Skills: 2-Day Program Outline

Workshop Timeline Learning Areas and Competencies Activities and Key Points

Day 1 MorningIntroduction to the four

language skills

Speaking Listening Reading Writing

Developing language structures: Parts of Speech Overview Conjugation of English verbs The preposition The Adjectives & Adverbs Modals (for persuasive speech) The Persons (the golden cube of expression) The graphical illustration of Tenses

1. Conjugation of the English verbsa) Regular and irregular

2. Practice sentence structures and theusages

3. Use and demonstrate effective use ofAdjectives, Adverbs and Prepositions

Day 1 Morning

Effective Speaking Skills

Module

Developing on the module on Effective

Speaking Skills

Developing RP and its usage

(oral practise)

Enabled by:

1. Internet2. A/V

4. English and phonetics5. Pronouncing the alphabet

a.(Vowels, consonants, consonantclusters & word endings)

6. Word stress in English (syllables andintonation)

7. Sentence stress in English (phrasing)8. Linking in English9. Homophones & Minimal pairs10.English phonetic spelling11.Interactive phonemic chart12.Contractions ~ pronunciation tips13.How to pronounce "-ed", "th"14.When to say "a" or "an"15.The golden key to English pronunciation

Day 1 Afternoon

Effective Speaking SkillsModule

Developing on the module on Effective

Speaking SkillsDesigning and delivering an effective speech

16. Prepare and present an informativespeech.

17. Prepare and present a persuasive speech18. Prepare and present an entertaining

speech.

Day 1 Afternoon

Effective Writing Skills

Module

Developing on the module on Effective Writing

Skills

Special attention to English sentencestructures with the tenses

The royal order of Adjectives and Adverbs Punctuation

19.2 business emailsb.Various situations

20.2 essaysc.Various topics

Day 2 Morning


Developing on the module on Impactful

Presentations

Key attention to language Organization and order of presentations Effective visuals

21.Scripting messages22.Developing content23.Selling Ideas24.Delivery of presentations

d.4 presentationsDay 2 morning

Telephone Skills (Sales &

Service)

Developing on the module on Telephone Skills

(Sales & Service)

Key attention to telephone etiquette On call procedures

25.Mock calls and role plays26.Live calls to businesses trying to sell a

training product

Day 2 Afternoon

Cultural Orientation US / UK

Developing on the module on Cultural

Orientation US / UK

27.Cultural quizzes and simulations


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Day 2 Afternoon

LaPS (Learning and Practise

Sessions) Laboratory

Setting up of speaking and writing LaPS with

peers to help self learning

28.Demonstration of the LaPS after which itcan be conducted in a social or business

setting on a regular basis or as the need

may be

Day 2 Afternoon

Reviews and farewells

Review the course Share ideas and personal challenges Question and answer time Certificates of participation & recognitions

Delivery Method

The training course consists of a continuous sequence of discussions, interactions and practical exercises. You

will receive audio and video recordings of your performance at the end of the program. An important part of th

program is making live calls, contacting real prospects and customers.

Program Fast Facts



Prerequisite NonePre-work 1 email 100 words and one essay 200 words


Participation Charges and Procedure

All our Open-House Workshops are presently conducted in New Delhi | Noida | Gurgaon The last day of registration is 7 calendar days before a desired program date Please mail your confirmation of participation to Josephine at [email protected] No refunds will be entertained 14 calendar days before a program schedule All the Open-House Workshops are 2-Day Programs unless specified

o Program Duration 9AM 5PM (on both days)o Cost for each 2-Day program is Rs. 5,800.00 plus 12.3% Service Taxo The workshops include tea, snacks and a caf lunch or buffet whichever the case may be

Student Offers

All students get a 20% waiver on all Public Trainings. You must be registered with a recognised institution and must be

enrolled in an academic program with a minimum duration of 1 year.

Note

Sample Format for confirming participation. (Please send us your information as is illustrated below)

Name : David Linus

Phone : +91-8860572535

Email : [email protected]

Program : Business English

Date : August 07 Tuesday 2013

Give your team the TOOLS the Knowledge, Skill and Ability to take their communication skills to the next competitive leve

For more information about ICSPS Effective Communication workshop, contact your ICSPS client partner or call +91 8860572535 t






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Skill, Train and Develop your communication abilities, at all times ICSPS

ICSPS Adult Programs on Communication Skills

Levels DescriptionEffective

Communication

Public Speaking Professional

Development

6Independent

User

There are occasional errors or

misunderstandings.Generally I communicate clearly

and effectively in both spoken

and written English.

Level 3

Level 2

Level 1

(for any individual

above 17 years of

age)

Level 3

Level 2

Level 1

(for any individual

above 17 years of

age. This is highly

recommended for

individuals in

Professional

Studies like CA, CS,

MBBS, BE among

others)

Power Speaking Power

Presentation

Power Writing Power Personalit

Development5

Upper

Intermediate

I understand almost all spoken

and written everyday English.

I can speak confidently, even in

unfamiliar situations and my

writing is quite good.

4 Intermediate

I speak well, but not fluently. I

understand most spoken English.

I can read fairly well. I can write

simple sentences, but makemistakes.

3Lower

Intermediate

I understand quite well. I can

speak in familiar situations.

I can read simple English, but I

find writing difficult.

2 ElementaryI can understand a little and can

speak a few words

1 BeginnerI do not understand or speak

English.

What do the level descriptions mean?

To be eligible to participate in the Effective Communication and Professional Development courses and programs an

individual should if not must be at the upperintermediate levelon their language abilities. At any level below upper

intermediate an individual will find following up and catching up extremely challenging and might lead to bouts of

frustration.

To be eligible to participate in the Public Speaking courses and programs an individual should if not must be at the

intermediate levelon their language abilities. This requires a level lower than Effective Communication and

Professional Development because it lays the foundation for independent usage and mastery of a particular skill incommunication.

Note: we have bridge programs in English to make you eligible for one of our courses and programs.


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The Instructor, Coach & Mentor

DAVID is a multifaceted and talented personality and is presently theAdvisory and Consultation member at Remy's People: a complete

Human Resource Management magazine and an appointment for

the driven and determined HR (Human Resource) professional.

David is the Principal Trainer at the 'Institute for Communication

Skills and Public Speaking' and is in demand for business audiences of

all types and levels and, professionals looking to develop their

Communication and Public Speaking skills. David has over 50

months of experience in Professional Development; including

facilitating, selling, coaching and management across various

industries.

David further, is a Distinguished Public Speaker and based on his

experience training and facilitating development programs on

Customer Service, Sales Excellence, Professional Development, Effective Communication and Leadership Habit

collated an in-demand workshop program in the communication space the 11 Habits of Highly Successful Public Speakers

His delivery is fresh, upfront, and very practical. This allows participants to take away readily applied skills to the workplace o

home.

Professionally, he is an accomplished Sales (inside & field) and Marketing professional. In his professional avatars as an Insid

Sales/Marketing and Field Sales/Marketing professional has worked in various markets; primarily the US, the European andth

Asia Pacific regions; in the IT & IT Enabled Services, Outsourcing, BFSI and Consumer products and services industries.

David has an exceptional ability to individually lead Sales projects/business units; whether as an Individual Contributor or as

Team Leader. Furthermore, his effective communication / presentation and networking skills comfortably position him at vantage point in negotiating contracts, business opportunities and mitigating/addressing conflicts.

His practice areas include the following but not limited to

o Communication Skills Trainings/Workshopso Corporate Trainings & Seminarso Professional Speaking & Keynote addresseso Sales, Marketing & Business Developmento Customer Relationship Managemento Customer & Employee Engagement

DDaavvii dd CC oonnrraa dd LL iinn uuss Editor | Trainer | Marketer | Salesman | Speaker | Coach

Presenter | Business & Social Network Developer


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Upcoming Open HouseOpen HouseOpen HouseOpen House Events on EFFECTIVE COMMUNICATIONDate Day City Level

Jan Thu 24 2013 1 Delhi Basic

Jan Fri 25 2013 2 Delhi Basic

Feb Thu 07 2013 1 Noida Basic

Feb Fri 08 2013 2 Noida Basic

Feb Thu 21 2013 1 Gurgaon Basic

Feb Fri 22 2013 2 Gurgaon Basic

Mar Thu 07 2013 1 Delhi Intermediate

Mar Fri 08 2013 2 Delhi Intermediate

Mar Thu 21 2013 1 Noida Intermediate

Mar Fri 22 2013 2 Noida Intermediate

Apr Thu 04 2013 1 Gurgaon Intermediate

Apr Fri 05 2013 2 Gurgaon IntermediateApr Thu 18 2013 1 Delhi Basic

Apr Fri 19 2013 2 Delhi Basic

May Thu 02 2013 1 Noida Basic

May Fri 03 2013 2 Noida Basic

May Thu 16 2013 1 Gurgaon Basic

May Fri 17 2013 2 Gurgaon Basic

May Thu 30 2013 1 Delhi Advanced

May Fri 31 2013 2 Delhi Advanced

Jun Thu 13 2013 1 Noida Advanced

Jun Fri 14 2013 2 Noida AdvancedJun Thu 27 2013 1 Gurgaon Advanced

Jun Fri 28 2013 2 Gurgaon Advanced

Jul Thu 11 2013 1 Delhi Intermediate

Jul Fri 12 2013 2 Delhi Intermediate

Jul Thu 25 2013 1 Noida Intermediate

Jul Fri 26 2013 2 Noida Intermediate

Aug Thu 08 2013 1 Gurgaon Intermediate

Aug Fri 09 2013 2 Gurgaon Intermediate

Aug Thu 22 2013 1 Delhi Basic

Aug Fri 23 2013 2 Delhi Basic

Sep Thu 05 2013 1 Noida Basic

Sep Fri 06 2013 2 Noida Basic

Register 21 days before the

registration deadline and getupto 10% offon your course

fee

We fill up really fast so its

highly recommended you call

in soon and get yourselfbooked for the EFFECTIVE

COMMUNICATION PROGRAM

Call this number RIGHT NOW!

+91-8860572535

Ask yourselves!

How can I learn from

instructors who themselves

cant demonstrate EFFECTIVE

COMMUNICATIONand

PUBLIC SPEAKING skills?

Give yourselves the TOOLS the Knowledge, Skill and Ability to take your communication skills to the next competitive leve

For more information about ICSPS Effective Speaking Skills workshop, contact your ICSPS client partner or call +91 8860572535 t






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About ICSPSICSPS or the Institute for Communication Skills and Public

Speaking is a blend of industry and academia in Personal

Skills, CommunicationSkills and SalesExcellence. ICSPS

understands that todays mechanics of a changing worldincorporates strategic and dynamic personal development

standards to stay competitive and edgy.

ICSPS Personal Development programmes in Personal

Skills, SalesExcellence and CommunicationSkills are

designed and built to suit both; an Individuals and an

Organizations needs. Real life strategies, powerful and

profitable experiences at their workshops and trainings are

assimilated to make one skilful, developed and trained.

ICSPS dictum of being continuously pursuant explorers of

newer ideas and concepts, methods and models; to adoptand incorporate and to bring about effective outcomes

from trainees, gives them the opportunity to be always

renewing and growing so that they enable their partners in

their business quests and successes.

Program Benefits:

Individuals

Communication skills gives you happiness, makes youattractive and confident

You demonstrate with more passion and develop asatisfaction for work and people

You experience an increased popularity and asuccessful career starts taking shape

You develop self control during tough times andunderstand others and yourself

Your career, your income, your financial future, yourhealth, your fitness and your well-being improves

subsequently

Organizations

Increased productivity personally and as a group;better feedback enhances the quality of work

Less time is wasted resolving interpersonal problemsbetween co-workers and teams

Ideas flow smoothly throughout the organization andproblem-solving becomes so much easier

Less absenteeism from increased workplacesatisfaction which results in positive productivity

Access to business, diplomacy, travel andemployment all require you to speak good English

COMMUNICATION

SKILLS

SALES SKILLS

PERSONALDEVELOPMENT

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aatt IICCSSPPSS

((pprroovveenn,, tteesstteeddaanndd ddeemmoonnssttrraabbllee))

Simple uncomplicated approaches

to training and learning.

Easy and ready to implement

methods and techniques. Results

those are immediately visible.


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Contact and reference points:

Contact Person Mr. David Conrad Linus

Principal Trainer ICSPS

Ms. Josephine Elroy

Relationship Manager ICSPS

Phone Number +91-8860572535

Email [email protected]

Web Address http://www.icspsindia.com

Best time to Call 10AM 6pm

(if you cant reach us, leave us a text message with

your name, number and brief if possible)For Corporate Programs:

Mail your Requests to Michelle Jennings at

[email protected]

For Public Workshops and Trainings:

Mail your Requests to Sharon DCosta at

[email protected]

For General Inquiries:

Mail your Requests to Josephine Elroy at [email protected]

Highly Effective Communication Tools

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