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Training Program: Effective Communication Skills
Date: September 30, 2055
Trainer: Jane Doe, Communication Specialist
Participants: 15 Employees from the Sales Department

1. Preparation Phase

• Define Training Objectives

• Goal 1: Improve verbal communication skills to enhance customer interactions.

• Goal 2: Develop active listening techniques to understand customer needs better.

• Goal 3: Learn to manage and resolve conflicts effectively.

• Prepare Training Materials

• Create a PowerPoint presentation covering key concepts (e.g., body language, tone).

• Develop handouts that summarize communication techniques.

• Prepare a list of role-play scenarios relevant to the sales environment.

• Set Up Training Space

• Arrange seating in a U-shape to facilitate group discussions.

• Ensure the projector and screen are functioning properly.

• Set up a whiteboard and markers for brainstorming sessions.

• Confirm Attendance

• Send a calendar invite to all participants with training details.

• Request a brief email response from participants confirming attendance.

• Test Technology

• Conduct a technology check one day before training.

• Verify Wi-Fi connectivity and access to online resources (e.g., videos).

2. Training Content Delivery

• Introduction (10-15 minutes)

• Welcome participants and introduce yourself.

• Outline the training agenda:

• 9:00 - 9:15: Introduction

• 9:15 - 10:00: Module 1: Verbal Communication

• 10:00 - 10:45: Module 2: Active Listening

• 10:45 - 11:30: Module 3: Conflict Resolution

• 11:30 - 11:45: Q&A and Feedback

• Establish ground rules (e.g., respect for all contributions).

• Module 1: Verbal Communication (30-45 minutes)

• Present key concepts (e.g., clarity, tone, pacing).

• Interactive Activity: Pair participants for a "two-minute pitch" exercise.

• Conduct a Q&A session to clarify concepts (5-10 minutes).

• Module 2: Active Listening (30-45 minutes)

• Discuss the importance of active listening in sales.

• Use case studies to illustrate effective listening strategies.

• Interactive Activity: Role-play scenarios where participants practice listening techniques.

• Module 3: Conflict Resolution (30-45 minutes)

• Explain the steps in conflict resolution (e.g., identify the issue, listen to both sides).

• Share examples of common conflicts in sales and how to handle them.

• Interactive Activity: Group participants to role-play conflict resolution situations.

3. Post-Training Activities

• Gather Participant Feedback

Distribute a feedback form with questions like:

• What did you find most valuable?

• How can we improve future training sessions?

• Encourage anonymous feedback for honest responses.

• Review Objectives Achieved

• Assess participant feedback to determine if training goals were met.

• Note any challenges or areas needing more focus in future sessions.

• Distribute Follow-Up Materials

• Email training materials and a summary of key takeaways within 24 hours.

• Include links to further reading and online resources on communication skills.

• Schedule Follow-Up Sessions

• Identify employees who may benefit from additional training.

• Plan a follow-up workshop in 3 months to reinforce skills learned.

4. Notes & Observations

• Participant Engagement: High engagement during role-play exercises.

• Areas for Improvement: Consider incorporating more visual aids in future modules.

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