Training Course Outlines:

Lesson 1: Communication styles and methods

• Communication styles


• Identifying primary communication styles


• Identifying secondary communication styles


• Verbal and nonverbal communication


• Using verbal communication


• Using nonverbal methods

• The importance of first impressions


• Identifying elements of a first impression


• Communicating to build rapport


• Building rapport


• Establishing credibility


• Building positive relationships


• Asking questions

• The importance of providing feedback


• Using paraphrasing


• Providing feedback


• Providing positive feedback


• Providing constructive feedback

• Understanding supervisor styles


• Handling ineffective supervisors
  
• Promoting an idea


• Handling human resource issues


• Negotiating a raise


• Handling resignation

• Communicating with colleagues


• Responding to a colleague's idea


• Communicating with subordinates


• Refusing a subordinate's request


• Handling dismissal

• Communicating with customers


• Responding to complaints


• Communicating with vendors


• Rejecting a vendor's proposal


• Complaining to a vendor

• Understanding organizational cultures


• Adjusting to the culture


• Discussing elements of organizational culture


• Identifying organizational culture


• Cultural networks


• Using cultural networks


• Discussing roles in cultural networks


• Managing physical culture


• Arranging meeting space


• Managing emotional culture


• Using positive language


• Encouraging initiative

Training Course Outcomes:

Key Participant Benefits

• Helps participants understand themselves better to enhance behavioural change necessary to be an effective communicator.


• Builds skills to minimise conflict and resentments, both in oneself or the party being communicated to
  
• Includes strategies to help participants accomplish greater finesse in relationships through communication


• Allows time for practice and insight

• Minimises friction caused by miscommunication or lack of empathy


• Consequent increase in respect and motivation for the communicator


• Consequent lift in productivity through more effective communications

• Interact with individuals who display a specific communication style and communicate using various verbal and nonverbal modes of communication.


• Identify the elements that influence first impressions, build rapport and establish credibility with others, and build positive relationships. - Use paraphrasing effectively and provide positive and constructive feedback in a business setting.


• Identify the types of ineffective supervisors and use different techniques to deal with them, and identify
• Identify the guidelines for communicating with colleagues, take appropriate steps to apologize to a subordinate, and use appropriate tactics to refuse a subordinate’s request.


• Respond to customers’ complaints and identify a proper way to reject a vendor’s contract without rejecting the vendor.


• Determine the nature of an organisation’s culture, use the cultural network to your advantage and identify the characteristics of the roles exhibited in a cultural network, select the elements of physical culture that affect interpersonal communication, and identify the ways in which managers can build a positive culture

Course Accreditations:

Course Prerequisites:

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