Effective communication lies at the heart of all business activity. Communication can be simply defined as the transfer and exchange of information. In the world of selling you must be able communicate effectively with a number of important people.
1. Your customers.
2. Your sales team colleagues.
3. Support staff within your organisation.
4. Other personnel within your organisation, such as staff in other departments or external to your organisation e.g. contractors.
To be able to carry out your selling activities properly you need to be able to communicate effectively with these people. The skills of communication are at the core of being able to work with others Even though you may rarely go into your office and spend much of your time on the road you will still need to use a range of communication skills. Alternatively, if you spend much of your time in the sales office, perhaps selling via the telephone, you will still be involved in a vast amount of communication. Whatever you role or location you will need to be an effective communicator.
Unit 1: Oral communications
It’s not what you say, but the way you say it. Research has shown that first impressions are based 38 per cent on the style of speaking. This unit is designed to help you use your voice properly and to ensure you understand the importance of language, together with the need to apply it to different types of people and circumstances. When trying to get your message across it is important that the listener clearly understands you. The unit gives guidelines on how you can adopt a clear, positive and polite speaking manner. As a result, your speaking and listening skills will be more effective.
Unit 2: Body language
Research has shown that first impressions are based 55 per cent on appearance. A framework is designed to help you adopt positive body language, which in itself plays a vital part in your appearance, voice and what you say. This unit gives you guidance on how to improve your own body language and understand your customers via their body language. Advice is given on the importance of reinforcing your message through your own body language. Types of body language are explained throughout the unit.
Unit 3: Written communications
This unit is designed to help you write clearly and accurately for a wide range of written communication formats, eg letters, e-mails, memos and reports. A framework is designed, providing guidance on the styles and types of language to use for different written communication formats. Emphasis is placed on the importance of using reader-friendly styles in order to promote real understanding on the part of the reader.
Unit 4: Documenting and accessing information
This unit is designed to help you with your documentation and recording skills. A framework is designed to advise you on how to update, record and store relevant information. Emphasis is placed on using the correct format and procedure, with advice on how to access information. The unit also gives guidance on confidentiality procedures, a crucial aspect in the highly- competitive world of modern business.
In the business world it is impossible not to communicate and effective communication is the basis of all sales. You therefore need to be aware of what you do and how you do it. This module is structured to help you become a more rounded communicator in the modern business environment. First impressions are of crucial importance and they are the key to your corporate image. Research shows that first impressions of a company will determine whether or not people do business with that company. This module sets out to help you with the four main aspects of communication which can provide this first impression.
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