Details

Course Overview

Communication is how people are linked together in an organization to achieve a common purpose. Communication activates the organization by providing the link between plans and actions. You may have a great set of plans and a fine staff, but until something begins to happen, you will have accomplished nothing. Neither motivation nor leadership can bring about action without communication. Communication starts and keeps the whole plan in motion.

The communication process can be referred to as the nervous system of business- An apt metaphor.

In today’s digital age, it’s easy to forget how to appropriately communicate. Baby Boomers are using full prose and meetings (lots of meetings), while the Millennials are using acronyms and 140-character soundbites. Technology is making all of us more efficient, but it’s also making us lazy when it comes to communication.

When it comes to successful business relationships, everyone knows communication is key. Even so, most organizations are sorely missing the right kind. Honest communication is crucial to building strong, healthy relationships in business—but it’s also increasingly rare.

The evidence is striking: 80% of all work problems can be traced to a lack of open, honest communication. When employees, colleagues, and executives don’t say what’s on their minds, the entire company suffers. How can managers help their teams succeed if employees never share their top challenges? How can CEOs lead effectively if no one gives them honest feedback?

Simply put, they can’t.

It’s easy to understand the concept of “getting the unsaid, said.” But it’s much more difficult to implement this idea in day-to-day business life. That’s where the 3 levels of honest communication—reactive, proactive, and foreshadowing—can help dramatically.

Communication is important for productive and profitable customer relationship management.

CRM is a business philosophy based on individual customers and customised products and services supported by open lines of communication and feedback from the participating firms that mutually benefit both buying and selling organisations.

 
Course Outline

·         Communication process

·         Importance of communication

·         Forms/channels of communication

·         Purpose of communication

·         Medium of communication

·         Effective communication-factors

·         Communication barriers-general

·         Communication barriers-report writing

·         How to improve effective communication

·         Advantages of effective communication to the organization

·         Why communication fails

·         Effective communication and report writing

·         Enhance trust, communicate honestly, and establish a positive climate

·         Creating a Climate of Trust in the Digital Age

·         Recognizing the limitations of digital communications

·         Creating a higher level of openness to counter digital limits

·         Re-establishing human-to-human connectivity

·         Prioritizing relationship building and collaboration

·         Restoring trust in a low-trust climate

·         Communicating clearly with specific intent

·         Breaking through technology filters

·         Countering the damaging effects of technology

·         Define CRM;

·         Understand the importance of CRM;

·         Explain the determinants of CRM and the key stages in its development;

·         Discuss the main functions and various models of CRM;

·         Explain the role of salespeople as relationship developers

·         Discuss the management of customer relationships.