Course Schedule

Effective Communication Skills: Mastering the Art of Communication

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COURSE OVERVIEW

In today’s competitive business world and a difficult economy, effective communication is more essential than ever before. It is the foundation on which companies and careers are built, and a crucial component of lasting success. Whether it is a face-to-face conversation or a professionally written e-mail exchange, a meaningful message entails establishing a connection that leaves a powerful impression.

The Effective Communication Skills training course looks at the skills necessary to communicate, with impact, face-to-face include listening, conversing one-on-one, establishing rapport, resolving conflict and understanding and accommodating differences when communicating across gender lines. The course will help participants develop a truly engaging and responsive communication style, leading to positive results for them and their organization.

IMPORTANT FEATURES

The important features of the Effective Communication Skills training course are:

  • Increased self-awareness of different behavioral styles
  • An understanding of how to adapt your style to successful co-operation
  • An understanding of communication errors and how to prevent them
  • The ability to develop positive relationships through effective communication techniques

LEARNING OBJECTIVES

By the end of the Effective Communication Skills training course, participants will be able to:

  • Gain an understanding of the principles underlying perception of human behavior
  • Compare one-way versus two-way communication and analyze the verbal and non-verbal language of the communication process
  • Identify personal listening styles and different approaches to improve listening
  • Understand, via role-play, different personality types and identify effective ways to deal with others
  • Use non-verbal communication techniques to developing shared meaning

TARGET AUDIENCE

The Effective Communication Skills training course is suitable for anyone who wishes to improve their communication skills and:

  • Create ‘presence’
  • Reduce time spent organizing, designing and preparing communications
  • Overcome “mental blocks” about how to express your thoughts
  • Handle question-and-answer sessions effectively, bolstering credibility and confidence
  • Present authoritatively and persuasively with impact and flare
  • Heighten professional image, self-confidence and career prospects

TRAINING METHODOLOGY

This highly practical and results-oriented Effective Communication Skills training course is based on adult learning concept. The facilitator will give plenty of input and then help participants to make sense of the themes through discussion and practice. It incorporates short inspiring demonstrations, roles play and practice to enhance learning. There will be ample time for Q&A, discussions with ‘return to work’ action planning. The program will reinforce key concepts within an inspiring and engaging learning environment.

Pre & Post course assessments will be used to measure the effectiveness of this training.

COURSE CONTENTS

DAY 1 – Communication and Building Rapport in Today’s Workplace

  • KeyTopics:

    • The Communication Process: defining successful communication and its components
    • The importance of interpersonal communication and its benefits in relationship building
    • The different forms communication take and communication barriers
    • Barriers to Communication – Our Filter. Behaviours vs. Intentions vs. Images and their influence on our perceptions
    • The Three V’s of Communication: verbal, vocal, visual
    • Communication success factors with co-workers, employees, and managers

DAY 2 – Understanding our Own Communication Patterns/Styles

  • KeyTopics:

    • The different communication styles and when to use each one
    • Appreciating the styles of others and how to build better working relationships once you know their style
    • Strategies for changing your communication profile
    • Changing your response to stereotypical perceptions
    • The relationship between self-control and interpersonal communication
    • Delivering clear, concise messages and avoiding relative words, euphemisms, emotive language and stereotypical language

DAY 3 – Being an Active Listener and Using Questioning Skills

  • KeyTopics:

    • The  attitudes of communication/negotiation and their application
    • Moving toward your goal in a conversation (and on the telephone)
    • Acknowledging others using emphatic listening
    • Encouraging others to speak more and express themselves
    • Using questions to obtain shared meaning and build relationships 

DAY 4 - Informing, Directing, and Influencing Others

  • KeyTopics:

    • Distinguish between the informing and directing skills
    • Influencing the behaviors of those who do not directly report to you
    • Maintaining your emotional control to develop effective communications with others
    • Using assertive strategies when communicating with others and avoiding or controlling aggressive ones/conflict situations
    • Responding to criticism you get from others
    • Non-verbal communication

DAY 5 – Constructively Criticizing the Behaviors of Others, Communicating in Groups and Handling Complaints

  • KeyTopics:

    • Working with challenging and difficult colleagues, customers, employees etc. – how to work towards consensus and continuous improvement
    • Using your communication skills in group settings: presenting etc.
    • Handling complaints
    • Action planning – developing an action plan for using the program skills back on the job

       

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