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Enhancing Communication Skills – 1 or 2 days

1 or 2 Day Course

OVERALL AIM:

To gain an understanding of the essentials of communication skills in the workplace, so vital for the efficient functioning of any organisation.  This is an informal, practical, and participative course with active discussion, exercises, exchange of ideas and syndicate work (with some fun thrown in!).

WHO SHOULD PARTICIPATE:

This course is aimed at all staff in the workplace whose role is to communicate effectively with others.  It is particularly useful for those who communicate regularly with customers and for those in a leadership role.

COURSE CONTENT

  • Introduction and Objectives
  • Definitions of Communication
  • Effects of poor communication in the workplace
  • Chinese Whispers Exercise
    • Fun exercise but makes some important points
  • Barriers to Effective Communication
    • Barriers we encounter in the above exercise and in the workplace
    • Overcoming barriers
  • The Cycle of Communication
    • Sender, encoding, transmission, decoding, receiver and feedback
  • The importance of and how to gain feedback
  • Handling customer complaints
  • ‘Capture’ personal organisation systems to ensure we follow through on commitments
  • Methods of Communication
    • Verbal, written and the advantages and disadvantages of each
    • Email etiquette
  • Communication Exercise
    • Exercise requiring 2 groups to work together to complete an exercise – communication is key for successful completion
  • External Behaviour
    • Body language, tone and words (Mehrabian %)
    • Exercise in body language: aggressive, passive and assertive behaviour
  • The 3 Skills of Effective Communicators
  • Listening Skills
    • What is ‘active listening’?
    • Fun listening skills tests
  • Review

OBJECTIVES

At the end of this session delegates will be able to:

  • Define ‘communication’ and recognise its importance in the workplace
  • Identify the barriers to effective communication and devise strategies to remove and/or overcome them
  • State the main elements of the communication cycle and the importance of feedback in this process
  • Recognise good technique in handling complaining/hostile customers
  • Organise ourselves to maintain efficiency in communicating with others
  • State the advantages and disadvantages of a variety of methods of communication; recognise professional email etiquette
  • Appreciate the importance of body language in our communications with others and be able to identify aggressive/assertive/passive states
  • State the 3 skills of effective communicators
  • State the requirements of active listening and identify ways to improve our listening skills

Course Enquiry

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