Description
OBJECTIVES
By the end of this course delegates will:
- 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
DAY ONE
- 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
DAY TWO
Communicating with real impact
- How do you really come across?
- Self evaluation- my style
- Behaviour options – aggressive, passive, consultative
- Exercise
Creating the Right Atmosphere
- Putting people at ease – establishing a rapport
- Breaking down the barriers to effective communication?
- Role play exercise
DAY THREE
Using language effectively
- Words and phrases
- Pacing, pausing, body language
- Active listening and summarising
- Verbal and non-verbal media
- Identifying key communication channels
Active Listening
- 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
DAY FOUR
Communication behaviours and ways of handling conflict
- Management of conflict
- Conflict management styles
- Dealing with difficult people
- Discipline procedures
- VIDEO: Resolving Conflict in the Workplace
DAY FIVE
Constructive feedback and criticism
- The value of feedback
- Constructive feedback guidelines
- How to give and receive criticism
- Exercises
- Review of the programme
