Global Contact Center

Communication Strategies Course



Communication Strategies will provide participants with an understanding of the impact that their communication skills can have on others, while exploring the different ways in which developing these skills can make it easier for them to succeed in the office and beyond.

This two-day training course includes: identification of common communication problems; developing skills to ask questions; learning what their non-verbal messages are saying; developing skills in listening actively and empathetically to others; enhancing the ability to handle difficult situations; and dealing with situations assertively.

Our courseware includes a comprehensive suite of training materials, including a customizable learner’s/instructor’s guide, student workbook, pre-formatted slides, assessments, quick reference guide, and more! Your purchase allows you to add your logo or branding, and to print on demand. Workplace Communication Skills is a great way to learn effective communication strategies.


Course outline-

How to Use This Guide

Session One: Course Overview

Session Two: Creating Positive Relationships

Session Three: Growing Our Self-Awareness

Do You Question Your Competence?

Developing Confidence

Session Four: Communication Basics

Session Five: Communication Barriers

Case Study: New Neighbors

Common Barriers

Applying the Answers

Being Mindful

Session Six: Asking Questions

Asking Good Questions


Pushing My Buttons

Session Seven: Listening Skills

Can You Hear Me?

How Do You Rate Your Listening Ability?

Active Listening Skills

What is Said and What is Heard

Communication Situations

Session Eight: Body Language

What Do Our Bodies Say?


Session Nine: Communication Styles

Dichotomies in Theory

Dichotomies in Action

Session Ten: Creating a Positive Self-Image

Seven Things People Determine from Your Appearance

Pre-Assignment Review


Session Eleven: Frame of Reference

Session Twelve: Techniques for the Workplace

Prepare, Prepare, Prepare

Testing Our Theories

Delivering Your Message

Session Thirteen: Assertiveness


Case Study: A Negative Image

The Assertive Formula

Expressing Your No

Recommended Reading List

Post-Course Assessment

Pre- and Post-Assessment Answer Keys

Personal Action Plan


What you get:

Learner/Instructor Guide

OurLearner/Instructor Guides are the core of each training course. They lay out the training in simple, easy-to-follow instructions. You can also customize the Learner/Instructor Guides in order to personalize your training.

Student Manual

Each Instructor Guide – for each course – is paired with a Student Manual that you can present to your participants. This customizable Student Manual gives each participant the student version of the course you will be teaching.

Exercise Workbook

Whether or not you choose to introduce exercises into your learning/training is up to you as the learner/facilitator. In case you want to do this we offer you an Exercise Workbook (also customizable) that is specific to the course you are offering.

Sample Files

Each course title comes with a Lab Workbook loaded with activities and exercises to practice and reinforce the learners’ understanding of the course objectives. Pre-made Sample Exercise Files are provided for use with the Lab Workbook so that you, as the learner/trainer, do not have to prepare activity working files.

Powerpoint Deck

The course is designed to give you everything you need for use in the classroom or workshop. This includes the PowerPoint versions of all the courses, prepared for you in advanced.


Quick Reference Guide

Quick Reference Guides are a favourite tool for trainers to provide to their learners. Each Quest Reference Guide summarizes the most important elements in each course title down to two pages.