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Audience

Administrators, supervisors and newly appointed team leaders wishing to improve their communication skills with others; face-to-face, in meetings or on the telephone.

Objectives

By the end of this course you will be able to:

• Engage with others and get them to engage with you.
• Work towards creating the right image.
• Overcome the emotional constraints that make it difficult for you to get a result.
• Find out what others are really thinking and make others see it your way.
• Use and control the emotional force of your words, the sound of your voice and your physical presence.

Outline

What is Effective Communication?

• Clarifying how you wish to portray yourself
• Exploring how you are perceived by others (personal assessment/feedback)
• Understanding and softening different perceptions and communication barriers

Assessing Relative Difference

• How to identify hidden emotions and messages through observation
• Tackling difficult behaviour – effecting a change
• How to deliver difficult messages and maintain the relationship

Building Rapport – Creating a Productive Relationship

• Use of questioning – softening the barriers, using the right approach
• Listening – what to listen for, how to discern acceptance or resistance
• Listening to understand and not just to respond – focus on active listening

How to Influence Others

• Requirements and process for moving someone from an entrenched position
• Using and controlling your emotions through words, sounds and presence to create impact
• Handling difficult situations and delivering difficult messages

Communicating and Presenting a Positive Image

• Meetings – getting heard, being taken seriously, taking control, getting a decision
• Understanding the relative impact of phraseology
• Responding to others' ideas – sharing understanding, support and appreciation

Presenting a Positive Image - Personal Application Plan

• Projecting a more confident image through improved communication skills
• Putting communication skills into practice