Communication Skills
Communication Skills
Overview
This course helps delegates to understand the impact that communication skills have on other people, and how improving these skills can make it easier to get better results.
Modules Outline:
Module 1: Course Overview and Learning Objectives:
Module 2: How Communication Works?
• Influence or Persuade?
• Identifying and Adjusting your Communication Style.
• Five Communication Styles.
• The 6 Cs of Communication.
• The Four-Step Cycle of Communication.
• The Dynamics of Communication.
• Communication is a Two-Way Street.
Module 3: Face-to-Face Communication:
• First Impressions.
• Appearance.
• On the Front Foot: Being Positive.
• Using the Right Words.
• The Three Components of Communication.
• Body Language and Non-Verbal Messages.
Module 4: Telephone Communication:
• Overcoming the Challenges of Telephone Communication.
• Improving Telephone Communication.
• Factors of Voice.
• Advantages of Telephone Communication.
• Disadvantages of Telephone Communication.
Module 5: Written Communication:
• Quick Tips for Types of Messages.
• The Power of Words.
• Right First Time.
• Keep it Concise.
• Address your target.
• Keep it Simple.
• Your Three Stage Structure.
Module 6: Questioning and Listening Skills:
• Verbal Signs of Active Listening.
• Non-Verbal Signs of Active Listening.
• Active Listening.
• The Five Levels of Listening.
• How Asking Question Helps You.
• Open and Closed Questions.
• The Funnel.
Module 7: How to be an Effective Communicator:
• Your Level of Understanding.
• Dismantling your Assumptions.
• Prejudices.
• Your Preconceptions: Stereotyping.
• Your History & Experiences.
• Asking for Feedback.
• How to Find Out What Others Think About You.
• Is your Self-Image Correct?
• Getting your Self-Image Right.
• The Wheel of Communication.
Module 8: Overcoming Communication Problems:
• Four Tips for Delivering Difficult Messages
• Delivering Difficult Messages.
• Dealing with Conflict.
• Dealing with Opposition.
• Barriers to Communication.
• Why Communication Goes Wrong.
Module 9: Getting Better Outcomes:
• Best Practices for Communicating Effectively.
• Timing: What’s Best for Them.
• The Effect of Location.
• Intimidation.
Module 10: Your Personal Action Plan.
Who is this course for?
Anyone who wants to improve the communication skills of themselves or their staff in order to become more effective in the workplace.
