ISTQB Foundation

 

Soft Skills Training Program

Soft Skills Training Program Consists of the following courses:

 

  • Time Management
  • Presentation Skills
  • Communication Skills
  • Customer Care

 

Duration

Each of the courses will be conducted over 1 day.

 

Course Details

 

Day 1

Time Management

AIM

To highlight a range of techniques and good practice leading to more effective management of time, personal productivity and prioritization of tasks.

Objectives

  • Identify what time management actually is;
  • State typical reasons why your time might be misused;
  • State the key elements of the Urgent and Important Model;
  • Identify the importance of working with your own energy cycles;
  • Identify your current ‘time stealers’ and possible solutions;
  • State a range of tools and techniques leading to more productive and effective use of your time;
  • Identify simple methods to assist with prioritization of your tasks;
  • Identify how to effectively undertake and interpret a personal ‘Time Log’;
  • Develop a personal Action Plan.

 

Day 2

Presentation Skills

AIM

To highlight a range of skills and good practice to enable the development and delivery of effective presentations.

Objectives

  • State the 3 Stages in giving a presentation;
  • Identify how to develop and prepare a presentation quickly and easily;
  • State some of the keys to practicing a presentation in the right way;
  • State the 3 Golden Rules of delivering a presentation;
  • Identify good practice in relation to using basic visual aids;
  • Identify how to best reflect upon and review a presentation;
  • State a range of memory aids and select the most appropriate for you;
  • State techniques to assist with the perception of a positive personal impact;
  • Identify the range of Learning Styles and how to build these into your presentations;
  • Prepare and practice a number of brief presentations;
  • Receive constructive feedback on your presentations;
  • Develop a personal Action Plan.

 

Day 3

Communication Skills

AIM

To highlight a range of skills and practical strategies in order to improve the impact of your face to face communication.

Objectives

  • State the components of the Communication Cycle;
  • Identify potential barriers to effective communication and basic solutions;
  • Identify your own Behavioral Style and recognize how to effectively deal with other styles;
  • State the impact of your verbal, vocal and nonverbal communication;
  • Identify your current verbal predicates (preferred use of word styles);
  • State the impact of your vocal inflections on others;
  • State some basic good practice in relation to your body language;
  • Identify what is meant by ‘rapport’ and how you can build it into your communication with others;
  • State a range of questioning styles and demonstrate good practice in posing effective questions;
  • Identify the importance of active listening;
  • Develop a personal Action Plan.

 

Day 4

Customer Care

AIM

To highlight a range of skills and good practice in order to deliver consistently high quality level of customer care.

Objectives

  • Identify the difference between an internal customer and an external customer;
  • State the basics of what customers want and need;
  • Identify the three important factors of customer service;
  • State what is meant by the ‘ABC of customer care’;
  • Identify a range of basic customer care standards;
  • Identify reasons why customers might complain and the four types of complainer;  
  • State how to deal effectively with customer complaints;
  • Identify ways to communicate positively with the customer;
  • State a range of customer care ‘Do’s and Don’ts’
  • Develop a personal Action Plan.

 

Registration Information

 

For registration kindly click here OR contact us at the following:

Telephone: +966.1.4661406
Fax: +966.1.4661398
Email: training@jodayn.com

Copyright © 2017 Jodayn