These outlines are a guideline only and all programs can be tailored to meet your individual needs. For more information about the programs, and the special requirements to conduct them, please contact Fundamental Training and Development.

Day one

The communication process

Barriers to communication
Non-verbal communication
Active listening skills
Communication styles

Clarifying and questioning skills

Types of questions

What is assertiveness?

Tools for assertiveness

Using the telephone professionally

Taking effective telephone messages