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Training Course Summary:

Communication skills are central to success in everyone’s role, but quite often, it’s all about having the confidence to get your message across. When encountering difficult situations it is essential to have the confidence to make yourself heard and understood. This practical two day course is designed to boost your confidence and it offers tips and techniques that will enable you to improve your communication skills.

By the end of this course you will be able to:

Understand what the barriers are to effective communication.
Choose the best means of communication for each situation.
Be more aware of your own communication style and how this is perceived.
Define how you wish others to perceive you
Contribute to meetings more positively.
Communicate more effectively over the phone.
Understand the impact of non-verbal communication.
Project a more confident image through improved communication skills.
Implement strategies for dealing with difficult or delicate encounters.

Who Should Attend:

Suitable for supervisors, administrators and newly appointed team leaders who are wishing to improve their communication skills with others; face to face, in meetings or on the telephone. It is designed for those who are looking to improve their effectiveness and self-confidence by developing new skills and putting them into practice.

Training Course Overview/Content:

What is Effective Communication?

Being aware of how you communicate
Understanding your preferred communication style
Understanding what are the barriers to effective communication
Knowing how to recognise and adapt to different communication styles
Verbal and Non-verbal Communication

Using balanced behaviours to engage others
Speaking clearly – speed, articulation, assimilation, inflection
Controlling the way we use words, our voice and our body language
What to look for when trying to identify non-verbal messages
Creating Multi-directional Communication

Building rapport – creating a productive relationship
Use of questioning – softening the barriers, using the right approach, drawing out the relevant information
Listening – what to listen for, how to discern acceptance or resistance
Listening to understand and not just to respond – focus on listening
How to Influence Others

Judging how far we can move the other party
Process for gaining acceptance
Handling difficult situations
Delivering difficult messages
Contributing Positively to Meetings and Groups

Participating and contributing in meetings – getting your point of view across
Responding to others’ ideas – sharing understanding, support and appreciation
Holding interest when speaking
Speaking in a persuasive manner
Presenting a Positive Image

Understanding the image you are creating – and controlling it
Projecting a more confident image through improved communication skills
Personal Application Plan

Putting communication skills into practice
Stop doing, keep on doing and start doing – improved communication