Soft Skills Intro Video
Active Listening
Carousel Interactions
Customer Scenarios
Context: This course was designed as part of a blended training package to strengthen essential communication and relationship-building skills for customer service representatives. The self-paced module introduces core concepts, active listening, empathy, rapport, and personalization, while preparing learners to apply these techniques in practice. Following completion, participants join a live webinar to reinforce learning, engage in discussion, and practice real-world scenarios and knowledge checks, ensuring deeper understanding and effective transfer of skills to the workplace.
I was responsible for concept, analysis, development and delivery of the entire soft skills package. I collaborated with sales SMEs to help determine the most effective topics to cover. This demonstrated mastery in communication, analysis, design, technology, media, management, personal, and interpersonal skills.
Authoring Tools: Adobe Photoshop, Adobe Premiere, Articulate Rise.
Link: Mastering Customer Service Soft Skills
ISLT Competencies Demonstrated:
Communication Skills
- Facilitate meetings to achieve the agenda and goals.
- Practice active listening.
- Use appropriate tools to communicate with learners, clients, and other stakeholders.
- Deliver effective and engaging presentations.
- Communicate effectively in written, oral and visual formats.
- Apply effective questioning and facilitation techniques.
Analysis Skills
- Analyze learning and performance problems to recommend appropriate solutions.
- Determine subordinate and prerequisite knowledge and skills.
- Use a variety of analysis practices such as performance system analysis, needs assessment, goal, task, learner and context analysis.
Design Skills
- Apply learning theory and systems thinking to design practice.
- Use technology tools in the design process.
- Use visual design principles effectively.
- Design interventions to address learning and performance.
- Design a curriculum, program or learning solution.
- Design assessments to measure learning and performance.
- Provide a rationale for design decisions.
Technology and Media Skills
- Use technology tools in the design process.
- Select and use appropriate technology and media for specific outcomes.
- Develop instructional materials using a variety of media.
Management Skills
- Establish project scope and goals.
- Collaborate with team members, clients and stakeholders.
Personal and Interpersonal Skills
- Collaborate effectively with others.
- Build positive relationships with team members, clients, and other stakeholders.