• Develop well-defined goals for more effective communication.
• Create an open environment for communication.
• Build stronger relationships through powerful communication.
• Understand other people’s communication styles and needs.
• Facilitate effective team and meeting communications.
• Gain the confidence to deal with difficult communication situations.

CONTENT

Set the Foundation

• Foundation Tools
• Interaction Success Factors
• Interaction Styles Self-Assessment
• Strengths, Challenges, Skills Development
• Team Interaction Exercise

Principles for Interactions

• Six Principles to Guide Interactions
• Outcome Thinking
• Developing a Productive Mindset
• Communication Processes and Skills
• Building Rapport
• Listening for Understanding
• Listening Self-Assessment
• Build and Earn Trust

Emotional Intelligence

• Five Competencies of Emotional Intelligence
• Personal and Professional Benefits
• Applying Emotional Intelligence
• Emotional Intelligence Abilities

Giving and Receiving Feedback

• Best Practices
• DESC Model
• Constructive Feedback Practice

Influencing Without Authority

• Expand Your Circle of Influence
• Influencing Skills
• Guidelines, Techniques, and Influencing Situations
• Practice Application: Influencing Exercise with Feedback

Dealing with Difficulty/Managing Conflict

• Choice and Control Model
• Causes of Difficult Interactions
• Managing Conflict
• Conflict Styles
• Conflict Reactions
• CALM Model
• Conflict Situations Application Exercise

FOR WHOM:

Communicators, Team Leaders, Customer service representatives, HR managers, Managers and all staff who desire to improve their communications skills for better result.

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.