Effective Communication Skills

Effective Communication Skills are the starting point to any successful business and their associated relationships. The impact of poor communication can leave disastrous results; the ability to effectively communicate affects everyone in the business. Learning how to communicate properly, whether presenting to clients; during discussions between management, individuals and teams or during stakeholder or suppler negotiations, is crucial to all individuals and affects all areas of development and success.

Our Business and Personal Communication Skills Workshop is run by a Clinical Psychologist, who is a behavioral specialist, with more than a decade of Professional Experience. The workshop is unique and provides in-depth understanding around the art of Effective and Successful Communication.

~ Everyone is a Leader ~no matter what position you hold

PART 1: COMMUNICATION ETIQUETTE: BUSINESS WRITING & TELEPHONE ETIQUETTE

Module 1: Introduction:

• Understanding the importance of communication
• Where to begin? Communication Planning

• • The importance of Standardized templates for professional communication
  • Identifying your audience
  • Identifying the purpose of communication
  • Questions to ask when gathering information
  • Checking information for details and accuracy

Module 2: Written Communication:

• Written communication: The unwritten rules
• Understanding your audience
• Adapting your style to meet your audience communication style
• Identifying and communicating with a desired outcome in mind
• Eloquence and tone
• Basic punctuation and grammar
• Business vocabulary, jargon, slang and clichés, setting the standards in the business world
• Dealing with angry customers, how to be assertive, yet non-aggressive
• Using positive and neutral language

Module 3: Telephonic Communication:

• Telephonic communication: The unspoken rules
• Understanding and unpacking the fear of calling
• Greeting basics

• • Standardized Greeting
  • The smile and its lasting effect

• Projecting an enthusiastic, natural, and attentive tone
• Volume, projection and resonance
• Pacing your speech: why you should slow down or speed up
• Adapting your style to meet your audience
• How your tone of voice drives conversation
• Practicing the pause
• Clear and precise communication – focused and goal oriented
• The basics of language

• • The impact of trying to outsmart your audience with higher English, ensure your communication is precise and simple, yet effective
  • Pronunciation, jargon and slang, the do’s and don’ts in business
• Receiving the correct message and ensuring the customer feels heard
• Solution orientation approach and mindset
• Dealing with angry customers

PART 2: BUSINESS AND PERSONAL COMMUNICATION SKILLS

Module 1: Understanding yourself first

Interactive Communication Styles

• Analytical, Amiable, Drivers, Expressive
• Millennial’s in the New Workforce

Non-Verbal Communication/Body Language

• The Art of Reading People
• Understanding Written Communication
• Social Media Communication
• Diversity and Inclusion

Emotional Intelligence: Self-Awareness

• EQ Assessment
• Understanding Emotions
• Perceptions: How do others see Me
• Self-Expression: talking about emotion

Module 2: Transactional Analysis

TA and Communication Styles  

• Passive Communication
• Aggressive Communication
• Depressive Communication
• Assertive Communication

Emotional Intelligence: Self-Management I

• Anger Management
• Understanding Types of Anger
• De-escalating Techniques
• Stress Management
• Emotional Fitness

Module 3: The Art of Deep Listening

Listen with your EAR

• Empathy – U/S vs Acknowledgement
• Assertiveness – “I feel Statements”
• Respect meaning and understanding

Personalisation 

• Not taking things Personally
• Boundaries with over-owning emotions
• Denial, Rationalizations, Justifications

Talking about Talking

• The Approach
• Taking Ownership (Admitting mistakes)
• Ask Questions – Clarification, Anxiety
• Linguistics – Conversational Language
• Concise, Clear Confidant

Module 4: Persuasion & Influence

Communication in the Workplace

• Communicating to an Audience /Teams
• Principles of Effective Communication
• Delegation Conversation Technique’s
• Commitment & Accountability
• Positive Feedback and Criticism
• Resistance and Change as a by product
• Dealing with Office Politics
• Customer Service, Care & Excellence

Emotional Intelligence: Social Awareness

• Social Conformity and Social Media
• Social IQ and Social Sensitivity
• Organisational Awareness

Module 5: Conflict Management

Conflict Management

• Understanding Types of Conflict
• Sources & Organisational Conflict
• Communication in Conflict
• Negotiations Strategies and Processes
• Defusing Techniques

Emotional Intelligence: Social Management

• Talking to Difficult People
• Building Relationships at Work
• Conflict Management in Teams
• Coaching & Mediation for Teams

Module 6:  Communication Errors

Communication Errors  

• Defensiveness, Counter Attack
• Labelling, Mind Reading
• Diversion & Derailment
• Passive Aggression, Sarcasm
• Denial, Self-Blaming
• Problem-Solving & Helping
• Blaming & Scape-Goating

Cognitive Distortions & Emotional Reasoning

• Rationalisations, Projections
• Mental Filtering; All-or-Nothing Beliefs
• Generalisations; Assumptions
• Blaming; Ownership; Accountability
• Facts or Opinions; Should Statements

Course Duration:

3 Days (fully customisable) 

• The course is offered in-house and can be custom made to include specific examples and exercises based on the organisation’s activities.
• The course is wholly interactive combining theory with role play, team exercises and group interaction.
• Evaluation happens through participation and group discussion

Who should attend:

• All levels of Managers Managers
• Supervisors and Team Leaders
• All Team Members
• Project Teams
• Sales Staff
• Client Relationship Officers/ Managers
• Individuals that are tasked with communication as part of their jobs
• Anyone who wants to improve their communication skills

TRAINING IS FULLY CUSTOMISABLE TO SUIT YOUR SPECIFIC REQUIREMENTS
PART 1 & 2 MAY BE FACILITATED INDEPENDENTLY