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Understanding Communication
Individual Licence (EUR 60)
€60.00
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Understanding Communication
€60.00
Reliable shipping
Flexible returns
Buying for a team?
Choose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.
Develop practical knowledge and confidence in Understanding Communication.
This course will examine best methods for communicating. The learner will become familiar with the CLEAR system and how to handle difficult or upset customers. After completing this program, the learner will be able to:
Why this course matters
This course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.
What you will gain
- Build a practical understanding of the key concepts covered in Understanding Communication.
- Recognise where the topic applies in real workplace or business situations.
- Apply the methods and good-practice approaches covered in the course with greater confidence.
Who is this course for?
This course is suitable for business professionals, administrators, managers and learners who want practical workplace skills they can apply immediately.
Course at a glance
- Study time: approximately 1 hour.
- Format: self-paced online learning.
- Professional development: CPD course.
Course Outline
Seat Time: 0.75hrs
This course will examine best methods for communicating. The learner will become familiar with the CLEAR system and how to handle difficult or upset customers. After completing this program, the learner will be able to:
- Handle unreasonable and difficult customers and situations.
- Use effective problem-solving techniques.
- Use proper communication etiquette.
Course Topics
T1. How We Communicate: This topic will teach the learner about the basics of communication, including a discussion of the sender and the receiver, so that the learner will use communication effectively.
T2. Introduction to CLEAR: This topic will introduce the learner to the CLEAR model, a way to handle customer complaints, so that s/he is prepared to succeed when encountering such obstacles.
T3. Upset Customers: This topic will help the learner understand how to handle situations with upset customers so that s/he is confident when faced with such setbacks.
T4. Resolving Issues: This topic will provide an overview of how best to solve issues, when the financial institution makes a mistake, by remembering SERVICE, which involves apologizing, empathizing, responding, verifying, identifying, confirming, and ending.
T5. Listening to Customers: This topic will explain the importance of listening skills, and will detail the components of the LISTEN model for active listening skills, including leaning forward and identifying key points.
T6. Finding a Solution: This topic will present how best to handle a wide variety of situations which may be considered “problem situations,” and will discuss communicating, using good feedback skills and a friendly tone, and more.
Continue your learning
Part of this learning pathway: Professional Skills
Course pathway: eBSI Banking Academy > Professional Skills > Understanding Communication
Explore more Professional Skills training or return to the eBSI Banking Academy.
Related eBSI learning pathway: eBSI SME Academy > Career Development