Mastering internal and external communication using AI

• Ensuring Professionalism Aligned with Brand Promise:

Master the skills to handle calls and emails with a professional demeanor, adhering to the etiquette specific to each communication channel, and reflect the brand’s values in every interaction.

• Leveraging Communication Strengths and Addressing Weaknesses using Artificial Intelligence:

Identify and utilize personal communication strengths and weaknesses through psychometric assessments powered by artificial intelligence, and apply insights to enhance overall communication effectiveness.

• Mastering Active Listening and Insightful Questioning using AI-driven assessments

Cultivate advanced listening skills and the ability to understand perspectives by using active listening techniques and asking pertinent questions that uncover stakeholder needs.

• Managing Difficult Situations: 

Learn to navigate challenging situations, including dealing with dissatisfied or impatient clients, by applying emotional management skills and effective problem-solving techniques.

• Optimizing Email Management and writing using Artificial Intelligence 

Improve efficiency and productivity by organizing and managing your email inbox, ensuring prompt and effective responses while minimizing distractions.

• Strengthening Professional Relationships: 

Build and reinforce customer loyalty and enhance relationships with colleagues and other stakeholders through improved communication and a strong customer service orientation.

• Developing Insightfulness in Communication using AI-driven assessments 

Enhance your ability to read others and understand their perspectives, fostering more empathetic and effective interactions.

• Mastering Verbal Expression: 

Learn to deliver messages clearly and concisely, ensuring that your verbal communication is straightforward and impactful.

• Applying Communication Skills in the Workplace: 

Translate acquired communication skills into practical application in the workplace to   improve interactions and achieve better internal and external communication outcomes.

• Practicing Emotional Intelligence: 

Develop strategies to manage both your own emotions and those of others, maintaining composure and sensitivity in all interactions.

• Enhancing Transition Between Speaker and Listener Roles using AI-driven assessments: 

Develop ease in switching between speaking and listening roles, ensuring balanced and effective communication.

• Developing Effective Communication Across Channels: 

Develop the ability to communicate clearly and concisely through various channels, including email, telephone, and inperson interactions, using both verbal and non-verbal cues to enhance message delivery.

Communication Skills Assessment 

Purpose: This assessment will assess whether a person is able to communicate and listen effectively. 

Factors and Scales: Overall Score plus 5 scales: 

• Insightfulness: Ability to read others and understand things from their point of view. 
• Verbal Expression: Ability to deliver a clear and concise message. 
• Assertiveness: Willingness to express differing opinions and to stand up for oneself. 
• Listening Skills: Understanding of the rules of “listening etiquette” and the ability to actively attend to others. 
• Emotional Management: Ability and willingness to deal with one’s own, as well as other people’s, emotions. 

Listening Skills Inventory 

Purpose: This assessment will assess how attentive a person is to a speaker, and whether he or she is an active participant in the listening process. 

Overall Score plus 2 factors, divided into 7 scales: 

• Physical Attentiveness: Use of verbal and non-verbal language to indicate attentiveness. 
• Mental Attentiveness: Mentally “tuning-in” to a speaker, and being willing and able to offer undivided attention. 
• External Distractions: Ability to pay attention despite background noise. 
• Conversation Flow: Tendency to interrupt or otherwise disrupt conversation flow. 
• Speaker to Listener Transition: Level of comfort with being the listener rather than speaker. 
• Body Language: Use of body language to convey interest and attentiveness. 
• Internal Distractions: Ability to pay attention despite internal conflict. 
• Attention Span: Ability to pay attention to a speaker for an extended period of time. 
• Hearing a Person Out: Ability to listen with an open mind.

Course contents:

Module 1: Upholding the Brand Promise 

• Understand the organisation’s brand promise and its significance. 
• Contribute to the brand promise through effective internal and external communication. 
• Address critical success factors to meet and exceed brand standards.

Module 2: Uncovering Listening Skills with Artificial Intelligence (AI)

• Use the Listening Skills Inventory powered by Artificial Intelligence to assess current listening abilities and identify areas for development. 
• Develop Targeted Listening Skills: Engage in activities designed to address specific weaknesses identified in the inventory, improving overall listening effectiveness. 
• Utilize findings to enhance communication practices in professional settings, fostering more productive and meaningful interactions.

Module 3: Open-Mind and Active Listening Techniques using AI-driven assessments 

• Fully hear and consider different viewpoints without immediate judgment.
•  Asking Questions Formulate effective questions and understand stakeholders and client needs.

Module 4: Insightful Communication using AI-driven assessments

• Develop the ability to read others and understand their perspectives. 
• Foster empathetic and effective interactions.

Module 5: Uncovering Communication Skills Assessment with Artificial Intelligence

• Analyze performance data from Communication Skills Assessment powered by AI to identify areas for improvement. 
• Enhance Communication Strengths: Engage in dynamic exercises guided by AI insights to leverage and further develop existing communication strengths.

Module 6: Collaboration in Customer Service (using assessment results)

• Utilise all communication channels effectively with clients.
•  Identify and address stakeholder needs and expectations to enhance satisfaction.

Module 7: Effective Verbal Expression (using assessment results) 

• Deliver messages clearly and concisely. 
• Ensure verbal communication is straightforward and impactful

Module 8: Assertiveness Training using AI-driven assessments

• Build confidence to express differing opinions. 
• Stand up for oneself respectfully and effectively in various scenarios. 

Module 9: Mastering Professional Email Writing with Artificial Intelligence 

• Utilize AI tools like Chat GPT to enhance email communication. 
• Practice the basic rules of email etiquette. 

Module 10: Advanced etiquette for communication channels 

• Apply principles of etiquette in all communications. 
• Actively attend to others and response to information.

Module 11: Emotional Intelligence and Mental Attentiveness 

• Develop strategies to manage your own emotions and those of others. 
• Maintain composure and sensitivity in all interactions. 
• Focus on tuning in mentally to speakers.

Module 12: Facilitating Conversation Flow using AI-driven assessments

• Manage conversation dynamics by minimizing interruptions. 
• Maintain a natural flow of dialogue. 
• Develop ease in switching between speaking and listening roles. 

Module 13: Leveraging Body Language 

• Use body language to convey interest and attentiveness. 
• Enhance the clarity and impact of verbal messages. 

Module 14: Managing Difficult Conversations using AI-driven assessments

• Handle unhappy or impatient clients and stakeholders effectively. 
• Master problem-solving and crisis management techniques. 

Module 15: Understanding the Relevance of Key Performance Indicators (KPIs)

• Learn why KPIs serve the interests of both employees and clients. 
• Use KPI dashboards to grow as a team and enhance organizational collaboration