Example: Effective Communications
It is easy to assume that we all learn to communicate from the minute we see daylight, after all, much of how we communicate is ingrained in us at a very early age, and the rest we learn as we develop. However, when communicating with others, our conversation is both verbal and nonverbal, and the messages we communicate are part fact and part emotions. This workshop explores the fundamentals of communication and introduces many opportunities for attendees to practise and improve their communication skills.
Description
| Upon completion of this event, delegates will have been exposed to the training required to provide them with the skills and techniques enabling them to: |
| • Develop the skills to communicate effectively and professionally |
| • Recognise different behaviours in themselves and others |
| • Build empathy with others |
| • Recognise how slight changes made to the delivery of their message could make it be understood better |
| • Develop their skills in active listening and understanding |
| • Develop an awareness of verbal and non-verbal behaviour |
| • Develop the confidence to answer a variety of customer questions |
| • Handle a wide range of difficult conversations |
| • Increase awareness of the impact their own behaviour has on determining outcomes |
Programme Content |
| Effective Communication |
| Understanding the communication process; identifying some of the common pitfalls; verbal, vocal and non-verbal communication; body language; delivering positive messages; the possible negative implications of the telephone and email; how style, background, and culture influences communication |
| Styles of Behaviour and Influence |
| A self-perception assessment; personal preferences and drivers; results, people and systems orientation; understanding your own preferred style; difficult or just different; identifying the preferences of others; adapting your style to influence others |
| Building Empathy and Trust |
| Explore ways of building empathy with colleagues to ensure relationships are developed |
| Communication Skills and Techniques |
| Active listening skills; the effective use of questions; clarifying and confirming; influencing others by explaining in terms of ‘WIIFM’ (advantages and benefits) |
| Handling Difficult Conversations |
| What to say and do when things go wrong; staying calm; how to structure your conversation; talking in terms of what you can do rather than what you cannot; defusing negative behaviour; saying ‘no’ in an appropriate way |
| Personal and Team Action Planning |