Effective communication skills

Who should attend

Individual contributors, Managers, Team leaders, whose success depends on their ability to communicate clearly, to be understood and to influence how another person performs, and create positive working relationships.

Course description

Individual and team success depends upon the ability of individuals to communicate with others, face to face, as well as virtually. Every interaction with another person determines how you are perceived and every interaction is an opportunity to develop trust and exert positive influence. Whether presenting one to one or to an audience of one thousand, conveying information to a project team or delivering a difficult message, communicating effectively is one of the most powerful skills for achieving your objectives.

This course develops your ability to focus on your outcome, tune in to your audience and develop your message for clarity and impact. Your ability to create an environment for open discussion and ongoing dialogue is crucial for communication success. The communications skills covered in this course will increase your ability to exercise choice and control for every type of conversation, influence with out authority and improve quality of relationships and productivity.

Foundation Tools

• Set clear communication objectives
• Establish clear understanding of roles
• Clarify the requirements and process that is most effective to achieve communication outcomes
• Identify and utilize common ground for successful interactions
• Team Exercise

The Communication Process

• Stages of Communication
• Prepare the message
• Match the message
• Deliver the message
• Barriers to communication
• Communication Exercise-Case Studies

Communication Skills

• Choice and Control
• Emotional Intelligence
• Four Key Components
• Developing Trust
• Gaining Rapport
• Outcome Thinking
• Listening for understanding
• Expressing without Provoking
• Questioning for Specifics
• Summarizing

Influencing

• Expanding the Skill Set
• Influencing Framework
• Guidelines
• Personal Needs and Motivations
• Influencing Strategy
• Influencing Exercise-Planning and Practice

Challenging Situations Understanding and Managing Conflict

• Communicating Non-Defensively
• Communicating Exercise-Real Plays
• Facilitating Team Communications
• Dealing with Dreaded Behaviors
• Team Exercise-Difficult Situations

Summary and Action Plans

• Lessons learned and plans for ongoing development