PUNBD-IV-F03rev01

Date :- 1st July 2006

System Consultant Main Office :- 1st Flr, Butte-Patil Complex, Paud Phata, Near Dashabhuja Temple, Kothrud, Pune 38
Branch Office :- L 401, MegaCentre, Magarpatta, Hadapsar, Pune-

Course Structure

Ref Enquiry Form R03-S03-13-August-KPIT- Business Communication

Client Name KPIT Cummins

Program Name Business Communication

Duration: 8 hours

Introduction/
Objective of training: By the end of the session the participants would be able to:

1. Understand the importance of communication.

2. Understand how messages carry emotions and the factors.
3. Understand the techniques to
4. Overcome the barriers in regular interactions and use
professional skills for communication.
5. Write effective and response generating emails.
6. Handle telephonic interactions tactfully with a positive
attitude.

Participant profile / As stated by As stated by SC Information required by

Prerequisites Client: SC

Participants Should be average Time of commencement

having 1-5 years to above average of program, venue and
of experience in English no. of Participants for
issue of courseware
( Maximum no. 15-20)

Training venue: To be decided

Other Design None

recommendations

Total Duration of 8 hours

Course
 PUNBD-IV-F03rev01
Date :- 1st July 2006
System Consultant Main Office :- 1st Flr, Butte-Patil Complex, Paud Phata, Near Dashabhuja Temple, Kothrud, Pune 38
Branch Office :- L 401, MegaCentre, Magarpatta, Hadapsar, Pune-

Course Structure

Course Contents

1. What is communication?

2. Impact of communication on your job profile: Your self, the people around you.

3. The process of Communication

- Sending, Mode, Encoding, Receiving, Decoding, Feedback

4. The Barriers of Communication

Self awareness
Self regulation
Self disclosure

5. The Seed of Communication- Attitude and its implications

The utility of communication for internal and external interactions in an organisation.

6. Conversation flow:
- Paraphrasing
- Probing
- Negotiating

7. Handling customer centric interactions.

Tips on handling international Clients/ Conversations
Some burning cross cultural interaction issues.

8. Telephone Skills
- Greetings
- Sending Skills on the phone Clarity, repetition, seeking clarifications,
concise speech
- Receiving skills on phone Questioning techniques, attending skills, use of
vocals for feedback, handling objections and complaints / irritations / anger.
- Handling incoming & out going calls

Methodology
 PUNBD-IV-F03rev01
Date :- 1st July 2006
System Consultant Main Office :- 1st Flr, Butte-Patil Complex, Paud Phata, Near Dashabhuja Temple, Kothrud, Pune 38
Branch Office :- L 401, MegaCentre, Magarpatta, Hadapsar, Pune-

Course Structure

Technical Non-Technical

Hands- on Role plays

Theory Games
Presentations Simulations
Group Discussions Audio Visual
Project work Presentations
Demos Exercises- Written
Exercises Oral
Group Discussions

Delivery Pattern:
8 hours per day

Faculty Proposed:
Vishnupriya Pandit

Ref material proposed for training:

Will be provided by System Consultant

Sent on Date: August

Comments:

Approved Revision requested On hold/ Remarks

Yes
No