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Developing Effective Interpersonal and Communication Skills Training

Introduction

The challenge facing every manager and employee is to be a great communicator; effective communication is the lifeblood of any successful organisation.


Effective communication has been shown to be:

  • Both “The knitting which holds organisations together – and the thread which keeps coming apart”
  • The greatest single influence on organisational effectiveness
  • To need a lot more effort and sensitivity than is often shown
  • Based on assumptions, and wrecked by assumptions (no matter how hard you try!)
  • Impossible to perfect but, rather, requires continual effort

In this highly interactive and stimulating course we will examine:

  • The essentials of business communication
  • Where it can go wrong
  • Clear guidelines for effective communication
  • The role of good interpersonal skills in a multicultural workplace
  • Giving and receiving constructive feedback
  • Assertive behavior
  • Personal power and influencing skills
  • Handling unexpected responses, conflict and stress
  • Handling yourself when dealing with others in your team– emotional intelligence
  • Modern communication channels – opportunities and perils

This practical course will build on the existing strengths of the participants and give them practical and effective tools to use as business professionals.
We will also help them to plan how further to develop their skills and knowledge in the future.

Course aim

To help participants understand their own strengths and limitations in interpersonal relations and business communication and to plan to develop their skills to become even more effective.
To give them a toolkit of skills they can use and develop.

Course Objectives

By the end of this course, participants will be able to:

  • Explain the guidelines of effective communication in a multi-cultural environment
  • Demonstrate how to communicate more effectively with colleagues, managers and clients
  • Analyse and explain different strategies to deal positively with others and build effective working relationships
  • Explain and apply different models to improve interaction with colleagues, and influence others
  • Prepare to handle differences of opinion, unexpected or unwelcome responses, and conflict
  • Demonstrate assertive communication
  • Manage stress caused through ineffective communication
  • Plan effective communication in a variety of business situations
  • Describe their own personal communication style and how it impacts on those they are communicating with
  • Give effective feedback

Course Content

 

Day 1

  • Introduction
  • Review of participants wants, needs, objectives and experience
  • What is successful interpersonal communication?
    • We can all do it – or can we?
  • The communication process
  • Causes of failure, getting the balance right
  • Communication barriers and overcoming them
  • Great communicators – what they do
  • The assumptions we make
    • Understanding the impact of your own and other people's assumptions; lessons to learn
  • Communicating effectively face to face
    • The communication cycle
    • Listening skills
    • Questioning skills
    • Verbal skills
    • Vocal skills
    • Acknowledgement skills
  • Body language
    • Understanding the messages we give and the messages we receive
  • Communicating effectively with emails in the workplace
    • How to construct effective email
    • Getting your point across effectively
    • The do’s and dont’s of email communication
  • Communicating effectively on the telephone
    • Telephone voice power techniques
    • What to say and what not to say
    • When to use the phone and when to use other media
  • Influencing others
    • Who do you need to influence, and why?
    • Your challenges
  • Effective interpersonal and influencing skills
    • Self Assessment questionnaire and review
  • Skills and behaviours
    • Starting position of people you are trying to influence
    • What you say
    • The (unspoken) questions that they may have
    • How you behave
    • Skills
  • How we influence
  • Power and influence
    • Sources of power
    • Recognising power in others
  • How communication can impact on teamworking
  • Behavoural styles and multi-cultural communication
    • Self profile to assess own style
    • Look at the 4 styles in detail
    • Adapting your communication style to a multi-cultural market
    • Skills practice – how to communicate with different styles

Day 2

  • A tool and model for understanding communication - Transactional Analysis
    • Parent / Adult / Child mode
    • Self assessment of your preferred mode
  • Mental and physical health and handling stress
  • Assertive communication
    • Assertive, passive and aggressive behaviours
    • The importance of communicating assertively
    • Assertive sentences
    • Skills practice
  • Communicating with difficult people
    • Most people are not difficult, they are just different
    • Understanding the different behaviours of people
    • Categorising and dealing with different behaviour types
    • You could be the difficult person
    • Dealing with difficult people – effective rapport building techniques to win them over
  • Handling conflict professionally
    • Thomas Kilman and Kraybill
    • Self assessment
    • Recognising conflict
    • Planning to manage and handle conflict
  •  Giving and receiving feedback to avoid conflict situations occuring
  • Summary and action planning

 

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