It is not unusual to hear people in companies say, “We have a communication problem here.” This one-day program will provide methods and information to analyze and improve your own communication and help you help others. We communicate in many ways: with our words, tone, eyes, and bodies to name a few. Understand the hidden meanings behind the various communication methods and devise strategies to communicate more effectively and avoid unnecessary conflict.
Audience:
Management and HR Professionals.
Prerequisites
None.
Course duration:
1 day
Course outline:
1. Introduction to the communication model
- What is communication?
- Three steps of communication
- Step 1: Prepare yourself and the other person
- Step 2: Send your message
- Step 3: Check for understanding
2. Increasing the effectiveness of each interaction
- Building rapport
- Encouragement
- Expressive and receptive body language
- Eight guidelines for expressing positive feedback
- Credibility
- Be direct without being rude
- Positive phrasing
- Telling a story
3. Communicating in difficult situations
- Communicating in conflict
- “I” messages and positive intent
- De-escalate emotions
- Dealing with extreme anger
- Uncovering hidden agendas
- Giving negative feedback
- Receiving negative feedback
