This course is provided by Wintrac.
Wintrac
provides one stop shopping for all your IT training needs. Wintrac’s course
catalog of over two thousand courses includes courses on
Professional Soft
Skills Workshops training
Overview
Effective communication skills are the key to influencing others and to establishing and maintaining good relationships. This interactive workshop describes how to achieve mutual understanding and greater clarity in interpersonal communication, identifies and develops communication skills, and provides opportunities for refining skills through role-playing activities.
Prerequisites
None
Audience
IT (information technology) and other professionals at all levels.
Maximum number of participants: 12
Course duration
2 Days
Classroom Requirements
Room set up as horseshoe and large enough for team activities, or with break-out rooms for team activities.
Format
- Presentation
- Written Exercises
- Interactive Activities
Objectives
After this course a student should be able to
- Identify barriers to communication
- Identify verbal and non-verbal communication techniques
- Employ active listening techniques
- Recognize effective telephone techniques
- Employ influencing techniques
- Use appropriate terminology for different audiences
Course outline
- Introduction
- Communication Overview
- Identifying Barriers to Communication
- Defining Communication
- Results of Miscommunication
- Interpersonal Communication
- Body Language
- Using Body Language to Communicate
- The Pitfalls
- Active Listening
- Verbal Communication
- Choosing and Matching Language
- Appropriate Language
- Telephone Skills
- Effective Telephone Techniques
- Voice Matching
- Telephone Tips
- Voice Mail Guidelines
- Influencing Skills
- Influencing Factors
- Preparing to Influence
- Influencing Others
- Influence or Manipulation
- Workshop Review
- Review
- Post-Workshop Assessment
