communication and interactive skills

Communication & Interactive Skills

Course Code : B002

Workshop : Training

Duration : 2 days Training Course

COURSE OUTLINE

In today's fast-paced business environment, daily schedules often include numerous meetings and communications in addition to more traditional individual project work. Strong communication skills help leverage such interactions into opportunities for building consensus and improving efficiency. At the end of this course, you will learn how to:

· Sharpen your communication skills to improve clarity and conciseness

· Pave the way for positive interactions

· Read the "emotional content" accompanying messages

· Anticipate and avoid common misunderstandings

· Build greater relationship skills that emphasize trust and respect

· Adapt to your medium: meetings, conversations, e-mail, phone calls, print

COURSE OBJECTIVES

This course emphasizes specific tools and techniques for improving listening skills, delivering effective messages and bridging different communication styles. In extensive workshops, you develop the "communications agility" needed to handle interactions with people at varying levels across an organization.

TARGET AUDIENCE

This course is valuable for those who want to strengthen their communication skills and enhance their ability to interact with others.

COURSE CONTENTS

COMMUNICATION AS A TOOL

· Exploring the relationship between communication and job performance

· Raising the quality and effectiveness of contact with colleagues

· Using good communication to achieve excellent customer service

GETTING YOUR MESSAGE ACROSS

Laying the groundwork

· Communicating with greater clarity and directness

· Identifying perceptual filters in communication

Recognizing and defusing defensive reactions

· Avoiding disempowering communication

· Adjusting delivery based upon the listener's body language

· Employing language that builds authority and credibility

The importance of communication styles

· Impact on interactions

· Techniques for determining the styles of others

· Concrete methods for bridging each of the communication styles

· Communicating in stressful situations

Discussing technical topics with a non-technical audience

· Jargon: when it can be used safely and when it should be avoided

· Matching communication styles to preferred levels of technical detail

CHOOSING THE BEST MEDIUM FOR YOUR MESSAGE

New and existing media and their impact on communications

· Using voicemail effectively

· Writing effective memos and letters

· Recognizing when face-to-face communication is still the best option

Communicating with e-language

· Addressing lack of confidentiality

· E-mail etiquette

· Avoiding inappropriate messages

THE ART OF LISTENING

Active listening

· Proven techniques for effective listening

· Verifying comprehension via feedback

· Differentiating between "emotional content" and message content

· Calibrating message content by examining nonverbal inputs

· Overcoming non-listening habits

Lending precision to listening

· Verbal impact

· Intonation

· Rate of speech

· Gestures

· Facial expressions

· Posture

· Use of space

· Dress

· Eye contact

THE CUSTOMER SERVICE PARADIGM

Considering everyone your customer

· Methods for focusing on what is essential and important

· Techniques for developing an exchange of views with end users and others

Establishing greater value for customers

· Techniques for adding value

· Communicating cross-culturally

· Avoiding an unproductive discussion

DEVELOPING AND MAINTAINING OPEN CHANNELS OF COMMUNICATION

Uncovering hidden assumptions

· Identifying appropriate levels of disclosure

· Tips for validating effective communication

· Reading between the lines

The impact of trust on relationships

· Options for developing greater openness in your work relationships

· Straight talk vs. tact in establishing openness

DEALING WITH CHALLENGING CONVERSATIONS

· Creating a language environment devoid of verbal abuse and defensiveness

· Defusing defensiveness in others with no loss of face to anyone

· Creating an effective interactive feedback loop

· Building trust and mutual respect with authentic conversation