I.

Objectives of the Course

A. Terminal Objective

By the end of the 2-day training course, participants will be able to internalize and
fully grasp what is effective communication and how this is being used as a key
component in efficient customer service, as well as demonstrate their learnings via
implementation of their own action plans to be formulated at the end of the
training.

B. Learning Objectives

1. Appreciate the concepts, principles and importance of Effective Communication;

2. Describe the differences between Passive and Active Listening as strategies in
Effective Communication;
3. Determine the challenges in Effective Communication;
4. Identify relevant, laws, rules, and regulations governing Customer Service in the
Public Sector that Effective Communication should be applied to; and
5. Formulate a Learner’s Action Plan that will help the participants apply the
learnings in their respective government agencies.

II. Training Methods

The following training methods shall be used in this training program:

Learning Objective Training Methods

1. Appreciate the concepts, principles and  Lecture

importance of Effective Communication;  Discussion

Learning Objective Training Methods

2. Describe the differences between Passive  Lecture

and Active Listening as strategies in  Discussion
Effective Communication;  Structured Learning Exercise

3. Determine the challenges in Effective  Lecture

Communication  Discussion
 Group Sharing Session
 Structured Learning Exercise
 Role Playing
4. Identify relevant, laws, rules, and  Lecture
regulations governing Customer Service in  Focused Group Discussion
 the Public Sector that Effective  Group Sharing Session
Communication should be applied to;  Role Playing
5. Formulate a Learner’s Action Plan  Action Plan Template
discussion and sampling
 Group Sharing

III. Course Contents

Session Topic Content/Sub-Topics

1 Understanding what is Effective  Principles and Concepts of

Communication Communication
 Types of Communication
Appreciate the concepts,  The Flow of Communication
principles and importance of  Importance of Communication
Effective Communication;

2 Passive Listening vs. Active  Effective Listening

Listening in Effective  Active Listening
Communication  Difference between the two

Describe the differences

between Passive and Active
Listening as strategies in
Effective Communication;

3 Challenges in Effective  Facilitating and Hindering

Communication Factors in Effective
Communication
Determine the challenges in  Feedback processing
Effective Communication

4 Customer Service in Public  Principles and Concept of

Administration and how Effective Customer Service
Communication Plays a Role in  Relevant laws:
Its Delivery - Ease of Doing Business
Law
Identify relevant, laws, rules, - The Citizen’s Charter
and regulations governing - The ARTA’s Report Card
Survey
Customer Service in the Public
 How Effective Communication
Sector that Effective plays a role in the delivery of
Communication should be these laws
applied to;
5 Management of Learning/  Integration and Action
Formulation of the Action Plan Planning

Formulate a Learner’s Action

Plan