IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
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Communication Skills for Support Professionals

Course Description

This course is designed to develop the customer service skills of the participants by developing an understanding of communication methods, behavior styles and how to manage relationships.


By the end of this program, participants will learn to value the different behavioral styles of the people on their team, how to listen better and ask better questions, how to choose their words for better communication, and how to deal with challenging situations.

Who Should Attend

Call center managers and supervisors, help desk managers, team leads, service desk managers



What You'll Learn

The course offers the following:

Understanding Different Communication Styles – In this module, participants learn to identify their own behavioral styles, the styles of their teammates and how to adjust for better communication. This is beneficial to all who wish to work better with different kinds of people.

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Listening Skills – Is Hearing the same as Listening? Participants will learn how to focus on the speaker, focus with what is being said, analyze the message, and respond. Participants will engage in several rounds of practice listening where they will pinpoint their biggest challenges for additional focus.

Questioning Skills – Many people often miss the point, miss out on facts, or miss an opportunity to communicate that they really understand the speaker. This module focuses on how to ask open-ended and closed-ended questions and when to use each for better team communication.

Managing Relationships – Participants will discuss better ways with which to communicate and manage difficult personalities and challenging situations.


Stress Management – Stress occurs for a host of different reasons. This program begins with an examination of the causes of stress, a brief history of stress study, and a self-diagnostic tool with which participants will pinpoint their biggest stressors

Teaming for Success – At the end of the session the team will be asked to participate in a simulation game where they will focus on negotiation and listening skills. They will discover that group consensus can lead to a better conclusion than choices made by individuals.


To Register
For more information, contact IHS at (800) 673-2241 or email us at info@ihssupport.com.