Communication Skills

Duration: 1 day

Course Code: EFFCOMM

Course Aims:

Our Effective Communication programme reveals the secrets to truly meaningful dialogue, which is understood by all parties involved. It demonstrates how we can create a more harmonious and productive environment by relating in more constructive and co-operative ways. It will also show you how to meet personal needs without compromising the needs of others.

Course Pre-requisites:

This programme is for you if you want to communicate in a powerful, positive, and assertive manner.

Course Objectives:

On completion of this course delegates will be able to:

  • Understand the process of communication
  • Recognise the functions of communication
  • Be aware of communication flow to understand the impact of your message
  • Improve listening and questioning Skills
  • Recognise barriers and learn how to overcome them to avoid miscommunication and communication breakdowns
  • Learn how to select the right medium of communication

Course Content:

Introduction and Objectives

What is Communication?

  • The definition
  • The process
  • The functions

Overcoming Barriers

  • Recognising barriers
  • Ways of overcoming barriers

Making Communication Effective

  • Measuring effectiveness
  • Factors that contribute
  • Models and theories to achieve effectiveness
  • Importance of feedback in communication

Importance of Body Language and Tone

  • Using the right body language and tone
  • Interpreting body language and tone

Behaviour and Attitude

  • The 9 behaviours
  • Using the behaviours to achieve required outcomes Being responsive
  • The power of active listening
  • Gaining empathy and understanding
  • Building rapport

Questioning

  • Types of questions
  • Where and how to use them

Choosing the Right Channel and Medium

  • Why it is important
  • Matching needs and channels
  • Remaining calm and in control

Transactional Analysis

  • What it is
  • Using it for effective communication
  • Dealing with compliments

Action planning

Review of Programme

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Many thanks,

WWP & the Euroclear Team