Communication Skills Workshop

This practical workshop is organized to enable participants to learn about basic and more sophisticated communication processes and skills, then apply their learning in a variety of work-related activities and exercises.

Theory and hands-on practice proceed at a brisk pace in an enjoyable interactive environment.

Communication is one of the most powerful skills humans possess. As our workplaces change, relationships must be built more quickly than ever before and, without having authority, we are often required to influence others to achieve results.

The ability to communicate well is central to our capacity to perform effectively.

Outline

• PART I: Communication is a Process
  • We can improve each element of the information exchange process
  • Communication models help illustrate the process
  • Non-verbal communication is proven more significant than the words we say
• PART II: The Basic Skills
  • Focused questioning for information and rapport-building
  • Active listening skills: Paraphrasing, clarifying, confirming
  • Checking perceptions and assumptions
  • Offering and receiving feedback
  • The neglected skill: Managing the communicating climate
• PART III: The Advanced Skills
  • Assertiveness helps in refusing, in differing and in clear expression
  • An invaluable three-step formula for assertive expression
  • Saying "No" professionally
  • Negotiating to Win/Win solutions
  • Choosing among the four styles of communicating for success
  • Six ways of using our voice to influence and persuade
  • Managing anger: ours and others'
• PART IV: Using Language Powerfully
  • Substituting positive language for absolutist and negative language
  • Decisional language: Five words that can change your life
  • Understanding learning styles and using them to create rapport
  • Avoiding the language and behaviours which diminish our influence
• PART VI: RESOLVING CONFLICT
  • Managing conflict requires complex communication skills
  • We can communicate effectively despite stress and anger
  • Our personal conflict management style
  • Five key steps in resolving conflict
  • Choosing the most effective communication tool for the job
  • Avoiding conflict by using basic email etiquette
• PART VI: Telephone Communication Skills
  • Important issues in phone communication
  • Professional telephone behaviour
  • Etiquette for phone calls and teleconferences
  • Handling difficult situations by phone
  • Confirming: Assuring our message is correctly understood
• Part VII: Communicating for Influence
  • Sources of our personal power
  • Presence and appearance
  • Actions and behaviours which enhance (or diminish) power
• Part VIII: Review and Course Closure