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Know Like & Trust

Course Details

How you describe your business is only part of the impression people form. Your replies, the way you listen and whether you keep your promises matter too. Know, Like & Trust looks at these everyday interactions and how to improve them.

Finding the right words starts with understanding the people you want to reach. You’ll investigate where they spend time and how they describe their needs, then use that research to review your marketing and decide where to introduce your business.

There is a personal side to this work. The communication exercises ask you to notice your own reactions, listen carefully and consider how another person might experience a conversation. Lessons on values and reliability connect what you say about your business with the way you run it.

Presenting your business consistently is another part of the course, along with encouraging useful conversations and supporting claims with evidence, including genuine customer reviews. You’ll examine what you want to be known for and whether your current communication reflects it.

Decisions from the lessons go into your Action Guide and Action Plan. You choose specific changes, set dates and decide how to review customer feedback and responses to your marketing.

If people aren’t yet familiar with your business, this course will help you work out how to introduce it and give them reasons to trust what you say.

Course Content

Module 1: Discover the Power of Know, Like, Trust

  • Lesson 1: Decipher the Core Concepts
  • Lesson 2: Leverage Emotional Intelligence for Success

Module 2: Get to Know Your Audience First

  • Lesson 1: Who Are You Speaking To?
  • Lesson 2: Master Your Audience’s Language.

Module 3: Amplify Your Brand to Get Known

  • Lesson 1: Shape Your Brand Identity.
  • Lesson 2: Select Impactful Visibility Channels.

Module 4: Cultivate Likability and Engagement

  • Lesson 1: Enhance Your Likability Factor.
  • Lesson 2: Spark Engaging Interactions.
  • Lesson 3: Integrate Core Values into Your Business.

Module 5: Practise Reliable Customer Service

  • Lesson 1: Why Should People Trust You?
  • Lesson 2: Choose Trust-Building Strategies.

Module 6: Build Your Know, Like, Trust Action Plan

  • Lesson 1: Take your understanding and completed Action Guide to build your KLT plan.

Module 7: Next Steps

  • Lesson 1: Learn what you need to continue to do after you have completed the course

Course Resources

The course provides reading and planning materials for enrolled learners. Their titles are listed below so you can recognise them in the course.

  • Action Guide: questions and spaces for recording your answers as you study.
  • KLT Likeability Self-Assessment: prompts for reflecting on how you communicate with people.
  • E-Book – Course book: the course’s companion reading document.
  • KLT Overview Infographic: a visual overview of the course topics.
  • Emotional Recognition Sheet: prompts for examining how people express themselves.
  • Emotional Intelligence Self-Test: questions for reflecting on your own responses.
  • Emotional Intelligence Response Guide: suggestions to consider alongside that reflection.
  • KLT Cheat Sheet: A summary of the course topics, covering audience research, business identity, communication, trust and action planning.
  • KLT Action Plan: a template for recording actions you intend to take.

“KLT” is an abbreviation of Know, Like and Trust. Reflection sheets record your judgments; they do not prove what another person feels. Some activities need a real business situation or a clearly labelled practice idea.

Course Benefits

Explore how people get to know a business, what shapes their interactions with it and how its behaviour gives them reasons to trust it.

  • Language your audience recognises: Study the questions and phrases people use when discussing their needs. Practise applying that language to a marketing message so the explanation connects with what the audience is asking about.
  • A consistent business identity: Decide what you want a business to be known for and write a statement that expresses it. Review whether its descriptions and presentation match what you want people to know.
  • Clear choices about where to be seen: Compare online and offline ways to introduce a business to people. Weigh their advantages, limitations and fit with the intended audience, then choose where to concentrate your efforts.
  • More thoughtful conversations: Reflect on how you listen, respond to feedback and handle your own reactions. The exercises help you choose specific changes to your communication and ways to invite useful discussion.
  • Values expressed through actions: Identify the principles, such as honesty or reliability, that should guide a business. Translate them into specific actions you can plan and review in everyday decisions and customer interactions.
  • A clearer basis for trust: Examine reliability, honesty and clear communication, then review how a business demonstrates them. Choose practical actions that give people evidence to consider when deciding whether to place their trust in it.
  • A plan for putting it into practice: Organise your chosen activities in the Action Plan spreadsheet, with priorities, dates and measures of response. This gives you a way to track what you try and decide what to adjust.

Your finished action plan connects how you present a business with how you communicate, keep commitments and review people’s responses.

Goal Progress