Who Should Attend
All Managers, Supervisors and Team Leaders. Even experienced participants will find this valuable as a refresher and for additional skills.
Course Objectives
After attending the course, participants will have the ability to:
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- improve their effectiveness across a wide range of activities through better communication
- design and use questions to obtain information, ownership and steer conversations
- avoid communication problems and use ‘active’ listening to steer meetings and ensure clear communication
- recognise and use different Non-Verbal Communication elements and patterns.
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Course Programme
How Will Communication Skills Help?
The constituents of communication
The application of communication skills
Questioning Skills
Question structure
Different questions for different purposes
Designing key questions
The use of questions to ensure ownership
Listening Skills
Barriers to effective listening
Differences between ‘passive’ and ‘active’ listening skills
‘Active’ listening skills
Using listening to obtain unintentional information
Controlling a conversation by using ‘active’ listening skills
Non-Verbal Communication (NVC)
Role of NVC
NVC considerations/causes
NVC components
Patterns of NVC (deceit, openness, agreement)
Controlling your own NVC
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Personal Development Plan
Developing an individual action plan for implementation back in the workplace.]]>
