Communication Skills
The aim is to enhance and develop the interpersonal/communications skills and to give a toolkit of models and techniques that they can use effectively and with impact in a range of situations.
Objectives:
Participants will:
Use communication techniques to find common interests that serve to foster and strengthen relationships
Identify assumptions and then set them aside so they will not negatively impact a successful negotiation
Recognise the importance of effective interpersonal influencing skills
Understand and learn to avoid the barriers to effective communication
Develop practical approaches to effectively communicating with others
Develop an awareness of their own preferred style and approach
Learn to adapt their own style to suit different situations
Develop active listening skills and develop effective questioning and feedback skills.
Outline Syllabus:
- General principles and theory of effective communication
- The impact of perceptions, values, beliefs and emotions
- Different communications styles and their effect
- Introduction to Transactional Analysis
- Communications and body language
- Establishing rapport
- Effective listening and effective questioning
- Presentation Skills
- Advanced Presentation Skills
- Interperesonal Influence
- Communication and Assertiveness Skills
- Customers in Crisis – Relationship Management
- Dealing with Difficult Customers
- Telephone Techniques
- Train the Trainer
Excellence Through Training
Peake Performance 