Communication Skills

OBJECTIVES

• Communicate with greater skill and confidence in presentations, group meetings and one-to-one interviews;
• Have a positive awareness of their own personality and their impact on others;
• Manage problems between people more effectively;
• Use the guidelines and action plans prepared during the course to draw up personal development programmes for implementation on their return to work.

PROGRAMME DETAILS

• What is communication?
• The communication process
• One way and two way communication
• Communication functions and processes
• Effective communication
• Barriers to communication and ways to overcome them
• Verbal and non verbal ways of communication
• The importance of good communication skills
• VIDEO – The Great Communicator

• How do you really come across?
• Self evaluation- my style
• Behaviour options – aggressive, passive, consultative
• Exercise

• Putting people at ease – establishing a rapport
• Breaking down the barriers to effective communication?
• Role play exercise

• Words and phrases
• Pacing, pausing, body language
• Active listening and summarising
• Verbal and non-verbal media
• Identifying key communication channels

• Proven techniques for effective listening
• Verifying comprehension via feedback
• Differentiating between emotional context and message context
• Lending precision to listening by: verbal impact, intonation, rate of speech, facial expressions, gestures and eye contact

• Management of conflict
• Conflict management styles
• Dealing with difficult people
• Discipline procedures
• VIDEO: Resolving Conflict in the Workplace

• The value of feedback
• Constructive feedback guidelines
• How to give and receive criticism
• Exercises
• Review of the programme