How can you teach communication skills in a concierge service training program?

1 Assess the needs

Before you start planning your communication skills training program, you need to assess the needs of your staff and your organization. What are the common communication challenges and goals that your staff face? What are the expectations and standards of your guests, clients, and managers? How do you measure and evaluate the communication performance of your staff? You can use surveys, interviews, observations, feedback, and data to gather this information and identify the gaps and opportunities for improvement.

2 Define the objectives

Based on your needs assessment, you can define the objectives of your communication skills training program. What do you want your staff to learn, do, and achieve as a result of the training? How will you align the objectives with your organization's vision, mission, and values? How will you communicate the objectives to your staff and get their buy-in and commitment? You can use SMART (specific, measurable, achievable, relevant, and time-bound) criteria to set clear and realistic objectives for your communication skills training program.

3 Choose the methods

Once you have your objectives, you can choose the methods and tools that you will use to deliver your communication skills training program. How will you balance theory and practice, individual and group work, online and offline learning, and feedback and assessment? What are the best ways to engage and motivate your staff and cater to their different learning styles and preferences? How will you use technology, multimedia, and interactive elements to enhance the learning experience? You can use a variety of methods and tools, such as lectures, videos, podcasts, games, simulations, role-plays, case studies, quizzes, discussions, and exercises, to teach communication skills in a concierge service training program.

4 Cover the topics

When creating your communication skills training program, you should consider the objectives, methods, and audience. Essential topics to include are the basics of communication, such as the process, types, styles, and barriers. Additionally, you should cover the skills of communication (listening, speaking, writing, reading, and nonverbal communication), principles (clarity, conciseness, courtesy, correctness, and coherence), situations (greeting, introducing, requesting, informing, apologizing, resolving, thanking, and closing), and scenarios (face-to-face, phone, email, chat, social media, and video conferencing). You can tailor these topics to fit your concierge service context and use relevant examples and best practices to illustrate them.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?