Effective Communication Skills

COURSE OBJECTIVES:
To communicate effectively with other people, not only we need to be self-aware, but also know the impact of our style on other people. We need to use a range of skills in different situations based on different personalities. This highly practical programme helps learners to understand their strength and develop their own communication style through many group exercises and interactive content. Part of communication is dealing with conflict. This course explores the core principles of conflict management such as conflict life cycle, styles of conflict resolution and detailed steps in conflict management and introduces effective negotiation techniques, management of organisational conflicts and third party interventions.

COURSE OUTLINE:
THE BASIC OF COMMUNICATION:

• Identify and explain communication models;
• analyze, interpret, and apply communication processes;
• Assess results of communication actions and;
• Determine factors for achieving effective communication and minimising barriers to communication

DIFFERENT COMMUNICATION MODELS:

• Choosing the Right Method:

COMMUNICATION STYLES:

• Recognize personal communication styles to avoid misunderstandings and miscommunications.
• Recognise different communication styles and most effective ways of dealing with each group.

ASSERTIVENESS:

• Ability to express your ideas, thoughts, feelings and beliefs confidently and precisely.
• Assertiveness in communication
• Finding the balance between meeting your own needs and dealing compassionately with others.

QUESTIONING TECHNIQUES:

• Asking questions as a fundamental part of effective communication and exchange of information.

KNOW YOURSELF, KNOW OTHERS:

• The Johari window – a tool designed to understand interpersonal communications.

MISUNDERSTANDINGS:

• Every communication involves at least two parties; one party is trying to deliver a message which could be some facts, beliefs, emotions or ideas.
• The tone of your voice, your body language such as posture and facial expressions and the choice of wording can all influence the meaning of the conversation.

COMMUNICATION BARRIERS:

• Recognising the main barriers to effective communication.

EMPATHY:

• Effective listening is a vital component of successful communication.
• Improving your listening skills.

PROFESSIONAL TELEPHONE ETIQUETTE:

• Usually, the first contact a client has with your business is via the telephone. The way his needs are met over the telephone will strongly influence the overall impression he will have of the care he receives.

HOW TO GIVE FEEDBACK: 

• Feedback is a type of communication that we give or get. Sometimes, feedback is called "criticism," but this seriously limits its meaning.
• Feedback is a way to let people know how effective they are in what they are trying to accomplish, or how they affect you.

COURSE OUTCOMES:

By the end of this programme, participants will be able to:

• Use different communication styles when needed based on circumstances
• Express your ideas assertively, confidently and precisely
• Ask the right questions for the right reasons
• Discover what you know about yourself and how others think of you
• Avoid misunderstandings and overcome communication barriers
• Empathize to establish trust and communicate effectively
• Deliver your potentially negative message and get a good response
• Read and interpret body language and gestures while communicating with others