Effective Communications
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Effective Communications
Duration: 2 days
Objectives: By the end of this course delegates will have an understanding of the need to communicate effectively with colleagues and members of the public and that effective communication is a two-way process.
The principles of effective communication
- What is communication?
- Understanding verbal and non-verbal communication
- The difference between passive, aggressive and assertive behaviour
- Why assertive behaviour is vital for effective communication
Improving your existing communication skills
- Understanding how you currently communicate
- Influencing outcomes by changing your internal frame of mind
Being assertive, being positive and influencing others
- Changing the way you interact with work colleagues or clients to maximise your influence
- Persuasion techniques
- Stating your views
- Explaining your reasoning
- Using incentives
- Establishing expectations
- Using open questions
- Building common ground
- Negotiating techniques
Providing feedback
- How to give constructive feedback
- Getting more from people you work with
- Changing the way you are managed
- Positive means productive
- Avoiding unnecessary confrontation
Communicating in difficult situations
- Developing strategies and techniques for communicating and dealing effectively with difficult situations
- Dealing with aggressive or difficult people