Advanced Business Communications and Personal Skills
Syllabus topics
1. Development of customer relationships (22%)
- Meaning of excellent customer service
- Internal and external stakeholders.
2. Range of communication and negotiation skills (22%)
- Effective negotiation with customers/colleagues at all levels
- Sensitive negotiations
- Effective communication skills using a range of media
3. Working relationships (14%)
- Build and maintenance of good working relationships
- Effective working with other business areas
4. Meeting commitments/targets and improvement to working practices (21%)
- Organisation of work
- Improvement to working practices
- Ownership of specific changes through to implementation
5. Reflective practice (21%)
- Evaluation of credit risk performance
- Assessment of changes in approach and outcome
- Action planning to improve performance