Master the tools and techniques you need to communicate effectively, confidently and professionally in the workplace, whether writing emails, speaking over the phone (including conference calls) or meeting others face-to-face.
DurationCommunication skills
It’s good to talk – or is it?
Master the tools and techniques you need to communicate effectively, confidently and professionally in the workplace, whether writing emails, speaking over the phone (including conference calls) or meeting others face-to-face.
Learn how to express yourself even more concisely, precisely and clearly with a keen focus on knowing what you want to achieve, understanding the audience and considering the context.
The workshop focuses on the more challenging situations, such as when you need to be assertive, deliver bad news or win others over to your point of view.
What’s in it for you?
Learn how to select the appropriate communication medium (email, telephone or face-to-face)
Be able to organise and express messages relevant to the audience, objective and context
Know how to communicate more clearly, precisely and concisely in a range of situations
Practise new techniques to enhance your communication in the workplace
Understand how best to ask questions to establish needs and relevant information
Appreciate the impact of assumptions and know how to eradicate them
Workshop outline
1 The communication cycle
The message we want to send isn’t always what the receiver gets
Understanding the three channels of communication: visual / vocal / verbal
How challenges and misunderstandings can arise:
When the visual disappears (telephone and teleconferencing)
When the vocal disappears (writing)
2 Which medium when?
When is it best to put it in writing?
When should you use the phone?
When is face-to-face the best choice?
Issues to consider when you have difficult messages to deliver, when you want to influence and persuade, or when the situation is getting emotional
3 Four steps to communicating well
Thinking about your objective
Thinking about the recipient
Selecting the content
Making it compelling
4 Communicating effectively in writing
The importance of being clear, precise and concise
How to create a logical, coherent flow, make the content accessible and get the tone right – the A to B model
The power of short sentences and simple language
How to write emails that get read and get results
‘Wimp talk’ versus ‘power talk’ – why it’s important to avoid softeners and qualifiers
How to write an effective email
5 Adapting your communication style
A question of style
What’s yours? – questionnaire
How to adapt it
6 Telephone and teleconference skills
Using verbal and vocal channels
How to explain things clearly over the telephone
7 Assumptions and misunderstandings
Understanding the dangers
How ‘mind-reading’, making assumptions and jumping to conclusions can sabotage effective communication
Why you should avoid interrupting people when you think you know what they’re going to say
The importance of suspending judgment, being patient and listening carefully
Making the content of your communication explicit rather than implicit
8 Precision questioning
How to eradicate assumptions and avoid misunderstandings
What makes a question powerful?
What questions should you avoid?
The problems with leading questions
9 Active listening
The power of active listening
How to show active listening
10 Communicating effectively face-to-face
1-to-1s and meetings
How to build and maintain rapport
Using body language and eye contact
Communicating confidently and assertively when stating your opinion, making requests or giving feedback
11 Difficult conversations
How to communicate well in difficult conversations
Effectively managing your emotional state
12 Actions and next steps
Review
Personal action planning
Next steps
We offer top-quality in-house training, in a wide range of subjects, at a sensible price. All our programmes are delivered by independent subject specialists who also have outstanding training skills. We have rigorous standards and refuse to work with anyone but the best trainers.
Our extensive network means that we have a choice of trainers to offer for all of these subjects, partly to ensure the best ‘fit’ between trainer and client and partly so that we can resource large-scale ‘roll-out’ programmes when required. We use a core team of around 40 associate trainers, with about another 150 specialists available on an ad hoc basis.
Where we do it
Generally, we send the trainer to train up a group of people on your own premises. We work across the UK and internationally.
Who we do it for
We have an incredibly wide range of in-house training clients, of all sizes and across all sectors, as the following small selection of current and recent clients shows:
Private sector
• Accelerated Bridging Finance • AGD Equipment • Airbus • Alcoa • Altechnic • Appleyards • Aquaterra • AQL • Archant • Arinc • Arvato Loyalty • ASK-Mercury • ASOS • Assura • Atlas Copco • ATS Euromaster • Babcock International • BE Aerospace • Berkmann Wine Cellars • Bell & Clements • Biffa Waste Management • Bluefin • BM Trada • Bridge Hall • BSkyB • buy-a-gift.com • Carillion • CBS Butler • CG Power • Compass Group • Computacenter • Crowcon • Dalys Systems • Dawson Group • Davies Tapes • De Lage Landen • Demco Europe • Dental Supply • Domex UK • e2v technologies plc • EADS • Elstree Golf Club • Eminate • En Route • EPOQ • ESD • Fairbanks • Fourways • Fresh Student Living • FrontlineGB • Genus Construction • GeoNetworks • Gonative • GPS UK • Grace Foods • Grant Thornton • Guardian Global • GVS • Harveys Furniture • Hellmann • Hicks • Horiba • Hutchison Whampoa • Hydro International • IIJ • ILX Group • Intellident • IT Builder • Jacksons Bakery • JE Hartley • Johnson Matthey • KCE FM • Kembrey • Kennedys • Kent PHK • Lasnek • Liberty Bishop • London Underground • Longhurst Group • Mashpac • Mayflex • Meadow Foods • Michael Lewin Solicitors • Millbrook Healthcare • Mole Valley Farmers • Moon Beever Solicitor • Morris Lubricants • My Family Care • Mumford • Natixis • Network Resources • New England Biolabs • NFC Food Services • NLP Planning • Ocean Sky • OpenText • Otis Ltd • Oxford Instruments • Pegasus • Personal Group • Ping • Pudlo • Reaction Engines • Rentokil • Renewable Energy Systems • RIAS • Roadchef • Roythornes • RTC Group • RTS • RWD • RWE npower • S Farmer Consulting • Sage UK • SEA • Schroff • Scottish Power • Seico • SFPL • Sharkey & Co • Sherford • Shield Pest Control • Skincare • Sledge • Smiths Detection • Stanco • Strutt & Parker • Swift • Systech • Tennants • Tinies • Ultra Electronics • United Healthcare • Urbaser • Utilize • Vapormatic • Victoria Palace Theatre • Wasabi • WDR • WEG • Whitbread • Wincanton • WK Linkline Group • Wolverine Proctor • Xchanging • Yorkshire Water Services
Public sector / education
• Aylesbury College • Bedford Design Group • Berkshire Healthcare Authority • Big Lottery Fund • Brighton & Hove Council • Bromsgrove & Redditch Councils • Carmel College • Central Bedfordshire Council • City and Islington College • Daventry District Council • East Kent NHS Trust • Environment Agency • Greenwich Community Health • H M Treasury • Herts County Council • Hertsmere Borough Council • Medical Research Council • Mid-Yorks Hospital • NHS Cambridgeshire • NHS Yorkshire • NHS Western Isles • Ofsted (ALI) • Open University • Orchard Centre • Peak District National Park Authority • RAF Brize Norton • South City College, Birmingham • Stoke Sixth-Form College • Telford Sixth-Form College • University of Portsmouth • University of Southampton • Welwyn Hatfield Borough Council • Windsor & Maidenhead Council
Charities / housing / not-for-profit
• 4children • AgeUK • Association of Aircraft Engineers • BFI (British Film Institution) • Charities Aid Foundation • Chime • Guy Chester Centre • Hexagon Housing • Housing Plus • Independent Age • LCCA • Life • Magenta Living • Methodist Church • MS Trust • National Pharmaceutical Association • NAVCA • North Herts Homes • Nuffield Hospitals • Origins Housing • RNLI • Royal British Legion • Stevenage Leisure • Supported Independent Living • The Wine Society
International
African Development Bank (Tunisia) • Aramco (Saudi Arabia) • Camco Global (China) • DDB (Morocco) • Difko (Denmark) • East-West Seeds (Thailand) • NHMFL (USA) • OpenText (Germany) • Oyo State (Nigeria) • Staurus (Dubai) • Syngenta (Greece)
Open course clients / partners
Hertfordshire Chamber of Commerce • IET (Institution of Engineering and Technology) • Institution of Mechanical Engineers
What else do we do?
We offer training across a wide range of subject areas. In some areas, we have so much to offer that we need another website! So please take a look at our sister brands, as outlined below.
More than twenty years’ experience designing and delivering leadership and management development programmes and personal effectiveness workshops and webinars. Programmes delivered in 50+ countries in more than a dozen languages.
Key areas include:
Management development programmes
Leadership programmes
Management and personal effectiveness ‘modules’
Skills workshops
Webinars
360s
Psychometrics
Learning technology
Open programmes
Current and recent clients include, eg, Unilever, Axis Capital, Rolls Royce, S&P Global, Nomad Foods Europe, SITA, Ascot Racecourse, The Wine Society, D B Schenker, Toolbank, EUSA Pharma, S E Water, easyJet, LEO (London Executive Offices), Lloyd’s of London, Whitbread, Lancashire Group, Eisai, Tindall Riley, London Business School, Ian Williams, Figleaves, Darag, English Cricket Board, Global Payments, Ralph Trustees, Saffron Building Society, Stevenage Leisure, Euler Hermes, Wellcome Trust, Zeiss, Trumpf, Living Ventures, Viking Cruises, The Disney Store, General Pharmaceutical Council, Urban Outfitters, Triodos, Routeco; various universities, NHS bodies and central and local government organisations, etc, etc.
All things coaching!
Supporting individuals – coaching delivery (on a one-to-one basis and with teams, at both management and leadership level)
Supporting coaches – training, mentoring and supervision for qualified coaches
Supporting managers and HR BPs – developing your managers’ coaching skills
Supporting organisations – harnessing the power of coaching across the organisation
Current and recent clients include, eg, Eurostar, Coty, BNP Paribas, Nomad Foods Europe, London Business School, London Borough of Hackney, Deutsche Bank, PRS, Unilever, Central Bedfordshire Council, London Borough of Lambeth, BIG Lottery Fund, De Lage Landen, Hannover Re, Lancashire Group, Legoland, Housing Solutions, Tait Design, Reddie & Grose, First Light PR, NHS, Société Générale, House of Fraser, Essex County Council, London Executive Offices, The British Council, JSA, EUSA Pharma, etc.
Coaches and coach trainers based around the UK and across the globe. We have a particular strength in specialist and bespoke training, including:
Programmes for HR teams
Programmes for line managers
‘Roll-out’ programmes (around corporate values, policy changes, etc)
Plus consultancy and support on:
Purpose
Process
People
Professionalism
Current and recent clients include, eg, Stevenage Leisure, Amicus Horizon, Salvation Army, Lancashire, London Business School, McCann Erikson, Civil Nuclear Constabulary, Insolvency Service, Hertfordshire County Council, Castle Point Borough Council, Cawleys, Higher Education Funding Council, The Children’s Society, Heart of England NHS Trust, London Borough of Hackney, The Pensions Regulator, Johnson Matthey, YMCA, Young Epilepsy, Red Funnel, Schools HR, Student Loans Company, UK Payments, Gardiner & Theobald, Wellingborough Homes, Eisai, Fresenius, Médecins sans frontières, Newham Borough Council, NHS Manchester, SECAMB, Elior, Tottenham Hotspur FC, McCann Erikson, the National Gallery, various universities and colleges, etc, etc.
A spin-off from fifteen years’ successful experience of delivering customer service training under the TIHTC brand, The Customer Service Training Company focuses on – customer service training!
Flagship programme – supported by an app
Specialist customer service topics
Open programmes
Trainers based across the country (see map), getting amazing feedback, from a huge range of clients.
A range of programmes on all the core topics. Sessions can be run in small groups or on a one-to-one basis – ‘off-the-shelf’, ‘tailored’ or completely ‘bespoke’:
In-house programmes
‘Away-days’
Executive coaching
Team coaching
Mentoring for directors
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