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Course Code: 012

Objectives

Communication skills are an essential element every employee and manager must have as part of their standard tool set. Participants in this course will learn how to

  • Achieve results in communications with others.
  • Build collaborative relationships that emphasize trust and respect.
  • Communicate effectively using simple, concise and direct language.
  • Enhance active listening skills.
  • Foster cross-cultural understanding in the workplace.
  • Eliminate the roadblocks that undermine ability to communicate effectively.

Who should attend

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

Course Content

Building a foundation

  • Adopting simple, concise and direct language.
  • Recognizing perceptual filters that hinder communication.
  • Identifying basic communication principles.
  • Setting clear goals for your communication

  • Determining outcomes and results.
  • Soliciting feedback.
  • Matching intentions and results.
  • Initiating communications.
  • Figuring out what to say and the best way to say it.
  • Paying attention to verbal and nonverbal cues.
  • Avoiding communication breakdowns

  • Increasing the value of your communications.
  • Improving the strength of your relationships.
  • Creating value in your conversations.
  • Taking personal responsibility.
  • Recognizing your role in creating successful communications.
  • Identifying internal and external factors that impact your communications.
  • Translating across communication styles

  • Identifying the four communication styles.
  • Recognizing your style and the style of others.
  • Strengths and blind spots of each style.
  • Bridging communication styles.
  • Adapting your own approach to close communication gap.
  • Being flexible without compromising your identity .

Listening for improved understanding

  • Tools for active listening.
  • Asking clarifying questions.
  • Confirming the message.
  • Demonstrating respect, empathy and sensitivity.
  • Listening for the entire message.
  • Interpreting nonverbal cues.
  • Intonation.
  • Rate of speech.
  • Volume.
  • Gestures.
  • Facial expressions.
  • Posture.
  • Use of space.
  • Dress.
  • Eye contact .
  • Achieving authentic communication

  • Creating openness .
  • Determining when to speak up and when not to .
  • Identifying appropriate degrees of disclosure .
  • Establishing value and trust .
  • Working with the three dimensions of behavior .
  • Interpreting your patterns of interpersonal behavior and expectations .
  • Calibrating the variance between what you want and what you express .
  • Matching your body language to your message .
  • Enhancing your message to gain your intended results .
  • Creating believable and credible messages .
  • Speaking through silence .
  • Cross-cultural communication

  • Navigating beyond cultural boundaries .
  • Developing greater sensitivity to cultural differences .
  • Avoiding potential cross-cultural pitfalls .
  • Working with filters and assumptions .
  • Raising your awareness to avoid misunderstandings .
  • Uncovering assumptions .
  • Working constructively with emotions

  • Dealing with anger .
  • Overcoming personal challenges .
  • Expressing your anger constructively .
  • Managing emotionally charged situations .
  • Defusing an emotional situation while maintaining your composure .
  • Taking responsibility for your emotions .