Duration 3 days – 21 hrs
Overview
This practical, hands-on course helps managers and customer-facing frontliners deliver clear, confident, and persuasive presentations in typical Philippine workplace settings—client meetings, internal updates, product demos, service briefings, huddles, and branch/field discussions. Participants will learn how to structure messages, simplify complex info, present with confidence, handle Q&A, and use slides effectively—while staying professional, customer-friendly, and culturally appropriate.
Objectives
- Organize presentations using clear structures (opening–body–close) and strong key messages
- Present with confidence using effective voice, pacing, posture, and eye contact
- Communicate clearly to different audiences (customers, executives, internal teams)
- Use storytelling and examples to make messages easier to understand and remember
- Create and deliver simple, effective slides (when needed) without clutter
- Handle questions, objections, and difficult interruptions professionally
- Deliver short presentations (1–3 minutes) and longer briefings (5–10 minutes) with impact
- Apply techniques for presenting in-person and online (Teams/Zoom)
Audience
- Managers, supervisors, team leads
- Customer service/frontliners (bank tellers, sales staff, service associates, branch staff, call/chat support)
- Relationship managers, account officers, field staff, coordinators who regularly brief customers or stakeholders
Pre- requisites
- Basic English/Filipino workplace communication skills
- Willingness to participate in short practice presentations
- (Optional but recommended) Bring a real work topic to present (e.g., product/service explanation, weekly update, process briefing)
Course Outline
Foundation: Clarity, Structure, and Confidence
Module 1: What Makes a Presentation Effective (PH workplace context)
- Common presentation scenarios for managers vs frontliners
- Presenter mindset: confidence + clarity + credibility
- Audience-centered communication (what they need, not what you know)
Module 2: Message Design & Structuring
- Setting objective: inform, persuade, align, or reassure
- Simple frameworks:
- PREP (Point–Reason–Example–Point)
- Problem–Solution–Benefits
- 3 Key Messages Rule
- Creating strong openings and closings (call-to-action, next steps)
Module 3: Clear Communication Techniques
- Simplifying complex info (plain language, chunking, signposting)
- Handling jargon and acronyms properly
- Bridging techniques: “What this means for you is…”
Module 4: Delivery Skills
- Voice control: volume, tone, pacing, pauses
- Body language: posture, gestures, facial expression
- Building confidence: controlling nerves, breathing, preparation routine
- Practice Drill #1: 1-minute intro + key message delivery (peer feedback)
Module 5: Handling Customer-Facing Situations (Frontliner Focus)
- Explaining services clearly and politely
- Empathy + clarity scripts (acknowledge, clarify, confirm)
- Managing emotional customers while staying professional
- Practice Drill #2: Service explanation role-play (with objections)
Impact: Visuals, Q&A Handling, and Real-World Simulations
Module 6: Using Slides and Visual Aids (PowerPoint essentials)
- When to use slides vs not to use slides
- Slide rules: one idea per slide, minimal text, readable layout
- Presenting charts/numbers without confusing people
- Quick makeover workshop: improve a “bad slide” into a clear one
Module 7: Presenting to Leaders (Manager Focus)
- Executive-ready updates: concise, structured, data-to-decision
- Presenting status, risks, and asks
- Handling tough questions without over-explaining
- Practice Drill #3: 5-minute leadership update presentation
Module 8: Q&A, Objections, and Difficult Conversations
- Q&A techniques: repeat, answer, confirm, bridge
- Handling “I don’t know” professionally
- Managing interruptions, off-topic questions, and aggressive objections
- Practice Drill #4: Hot-seat Q&A
Module 9: Online Presentations (Teams/Zoom)
- Camera presence, voice clarity, and pacing online
- Using screen share effectively
- Engagement tools: questions, polls, chat prompts
- Managing delays, technical issues, and multitasking audiences
Module 10: Capstone Presentation + Coaching
- Participants deliver a 5–7 minute presentation using a real work topic
- Structured feedback (coach + peers): strengths, improvement points, next steps
- Personal action plan: 3 habits to sustain improvement
