Communication Skills

Introduction

If you want - and need to harness and use powerful communication strategies and tools, this course will equip you with numerous skills and tools to become an outstanding communicator. From interpersonal communications, to influencing others during, you will be exposed to ways to ensure you dramatically improve your communications effectiveness.

Course Aim

This course aims to build upon existing communication skills to enhance them, as well as introducing new communication skills, to ensure that staff are more productive in all communications wherever they use them.

Course Objectives

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

• List the barriers to effective communication
• Demonstrate how to communicate face to face and via the telephone
• Describe effective written communication
• Describe the importance of communicating effectively via the adult level
• Explain NLP and it’s impact on communication

Course Content

WHAT IS SUCCESSFUL COMMUNICATION?

THE BARRIERS TO SUCCESSFUL COMMUNICATION

THE CHARACTERISTICS OF A SUCCESSFUL COMMUNICATOR

DIFFERENT METHODS OF COMMUNICATION

COMMUNICATING EFFECTIVELY VIA EMAIL
• How to construct effective email
• Getting your point across effectively
• The do’s and don’ts of email communication
• Email etiquette

COMMUNICATION EFFECTIVELY VIA THE TELEPHONE
• The telephone as a business tool
• Telephone etiquette
• Answering the phone
• Telephone voice power techniques
• What to say and what not to say
• When to use the phone and when to use other media

COMMUNICATING EFFECTIVELY FACE TO FACE
• The communication cycle
• Listening skills
• Questioning skills
• Verbal skills
• Vocal skills
• Acknowledgement skills

TRANSACTIONAL ANALYSIS AND COMMINICATION
• Parent / Adult / Child mode
• Self assessment of your preferred mode

SOCIAL MEDIA AND COMMUNICTAION

BEHAVOURAL STYLES AND COMMUNICATION
• Self profile to assess own style
• Look at the 4 styles in detail
• Skills practice – how to communicate with different styles

NLP AND COMMUNICATION
• What is NLP
• How can NLP help communication
• Visual, Auditory and Kinaesthetic communication styles
• Big picture / jigsaw communication
• Moving towards and moving away preferences
• Matchers and mismatchers

ASSERTIVE COMMUNICATION
• Assertive / Passive and Aggressive behaviours
• The importance of communicating assertively
• DVD Case study
• Assertive sentences
• Skills practice – the assertive complaint