Overview

It is an uplifting and motivational programme designed to increase delegate confidence as a communicator as well as impart practical communication skills.

Objectives

• For each delegate to understand the difference between passive aggressive and assertive behaviour.
• For each delegate to analyse their personal communication style and how they are perceived by colleagues and team members.
• For each delegate to understand how they communicate and the benefits of becoming more assertive.
• For delegates to learn how to handle conflict and confrontation.
• For each delegate to understand how to influence others effectively.
• For each delegate to finish the day feeling confident that they can now communicate effectively, influence others and gain positive results.

Contents

• Introduction – the psychology of communication
• The impact of conscious and unconscious communication
• The power of listening
• Listening effectively to build rapport
• Analysing and utilising body language
• What’s My Communication Style? – flexibility and adaptability
• Communication – understanding aggressive, passive and assertive messages (body language, voice, words, emails etc)
• Evaluation of delegates’ levels of assertiveness
• Developing assertive techniques such as key listening and questioning techniques
• Setting and communicating clear goals
• Clarifying another’s communication and negotiating as required
• Question techniques to aid understanding
• Conflict management
• Steering conversations and influencing people
• Summary and close