Better Communication Skills at Work - Communication that Delivers Results
Pre-course activity
To gain the maximum benefit from the course, you will be sent a pre-course questionnaire to complete which asks you to consider current expectations. This will help you set the context of the course and the information you provide will be used on the day as part of the course activities.
What is Effective Communication?
- Clarifying how you wish to portray yourself
- Exploring how you are perceived by others (personal assessment/feedback)
- Understanding and softening different perceptions and communication barriers
Assessing Relative Difference
- How to identify hidden emotions and messages through observation
- Tackling difficult behaviour – effecting a change
- How to deliver difficult messages and maintain the relationship
Building Rapport – Creating a Productive Relationship
- Use of questioning – softening the barriers, using the right approach
- Listening – what to listen for, how to discern acceptance or resistance
- Listening to understand and not just to respond
- Focus on active listening
How to Influence Others
- Requirements and process for moving someone from an entrenched position
- Using and controlling your emotions through words, sounds and presence to create impact
- Handling difficult situations and delivering difficult messages
Communicating and Presenting a Positive Image
- Meetings – getting heard, being taken seriously, taking control, getting a decision
- Understanding the relative impact of phraseology
- Responding to others’ ideas – sharing understanding, support and appreciation
Presenting a Positive Image - Personal Application Plan
- Projecting a more confident image through improved communication skills
- Putting communication skills into practice