The purpose of communication is to get your message across to others clearly and convincingly. In today’s extremely competitive business environment having any advantage over the competition is essential. Communication skills are a key factor in sales because sales professionals must ensure that customers understand the products and services offered. Any successful sales leader can tell you that when it comes to improving productivity and effectiveness, communication plays a significant role in success.

Your sales team will learn to:

■ develop an effective selling process step by step;
■ build effective and strong relationships;
■ use questioning and negotiation techniques to sell effectively;
■ gain more self confidence;
■ improve cogency;
■ handle objections;
■ communicate convincingly via telephone.

Leadership training and employee development

What makes a good leader? The answer varies widely depending on who you ask, but there are traits they do agree on, including personality components and acquired skills. Our leadership training helps leaders fulfil their potential through effective leadership skills such as team building, strategic planning, time management, decision-making, problem solving, negotiation, communication and motivation.

Communication training
Goal:
■ To know customer requirements and create interest in hotel services
■ To capture guests’ interestTo create a positive atmosphere with guests
■ Constructive partner behavior
■ To strengthen colleagues entrepreneur approach
■ To develop personal and tele-sales
■ To create and individual approach
Topics:
■ The personal effect / Impact via the phone
■ Handling emotional expression
■ Handling conflict
■ Rhetoric
■ Partner level discussions
■ Negotiation
■ Requests
■ Claims
The programs detailed tematic:
Communication training I.

* The personal effect
Goal: Participants should become aware of factors, which decide sympathy or antipathy at the start of a relationship and so define the success of the relationship.
Method: Dialogue with the trainer.

* Impact via the phone
Aim: The participants should become aware of the factors that mainly influence the evolution of the client relation during the communication on the phone and by that, also define the success of sales.
Method: Presentation by the trainer, discussion.

* Handling emotional expression
Goal: To develop the ability to speak passionately.
Method: Role-plays with feedback.

*Rhetoric
Goal: Participants become familiar with the content and formal tools of an effective presentation such that they can get results in front of decision makers and formers of opinion.
Method: Each participant gives a 3 minute speech in English and then receives feedback from the training group and trainer.

* Partner level discussions
Goal: Participants should become aware of the importance of partnership behaviour, the characteristic features of equal-rank behaviour in order to be able to apply them in unbalanced situations.
Method: Role plays followed by feedback.
* Dialectic
Goal: the participants should recognise the opportunities and risk hiding in discussion situations; they should lead the discussion purposefully and consciously
Method: role-plays and their evaluation

* Discovering a partner’s situation
Goal: Participants should get to know and understand the partner’s situation, plans and needs, they should create a comfortable atmosphere while gathering as much information as possible.
Method: Group-work and role-plays with feedback.

* Benefit argumentation
Goal: Participants become aware of the essence and exact use of this argumentation method, they create argumentation chains supporting a specific situation inside their own organisation.
Method: Group-work and role-plays with feedback.

* Handling objections
Goal: Participants should become aware of how to convincingly neutralise or weaken objections against their recommendations, while still preserving a comfortable atmosphere.
Method: Role plays followed by feedback from the trainer.

* Handeling complaints
Goal: The participants should consider the partner and the problem positively, they should seek the solution; they should regard the claim as an opportunity to strengthen the client’s confidence.
Method: Situation practices accompanied by feedback.
* Handling Conflict
Goal: To recognise where the solution to the conflict lies between the two people and what steps are necessary to solve the conflict. To create a solution structure and take responsibility for it.
Method: Presentation by the trainer, discussion.