Course Outline

• Communication Skills
• Formal Speech
• Assertiveness

• • Demonstrator passive, aggressive behaviour
  • State ways to handle situations assertively

• Written Communication

• • Describe five step process for writing business correspondence

• Meetings 
• Putting forward views
• Taking Notes
• Behavior
• Official Family Gatherings
• Telephone Etiquette

• • Answering a call
  • Transferring a call
  • Taking a message
  • Closing a call

• Grooming and Personality
• Grooming

• • Personal appearance
  • Hygiene issues

• Body language

• • Gestures
  • Voice

• Social manners
• Dining / Table manners