Communication Skills

Course Overview

Confident and skilful communication in the workplace should be central to everyone's role, however, too often issues arise purely as a result of poor or ill-thought-out verbal communication.

This practical short course will demonstrate tools and techniques you can use to communicate better with colleagues and customers. A variety of different day-to-day workplace situations such as meetings and telephone conversations will be examined.

Content

• Barriers to good communication

• Choosing the best method for communication – verbal or written?

• The structure of good communication

• Questioning

• Listening

• Acknowledging

• Informing

• Transactional Analysis and effective communication – How behaviour and personality influence the way people communicate.

• Understanding the NLP communication model – how we receive, process, and respond to communication.

• Important components of communication

• The words we use.

• The way we say things – tone, pitch, pace.

• Our body language.

• The importance of congruence.

• Communicating with influence.

• Important considerations for written communication.

Learning Outcomes

By the end of this course delegates will have the skills to:

• Choose the best medium for effective communication.

• Use the conversation cycle to communicate clearly and politely.

• Use effective questioning.

• Actively listen to others

• Use body language appropriately and to build rapport

• Understand when people are an an unresourceful state and how to communicate to get effective outcomes.

• Communicate in an influential manner