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Target Audience: All individuals wishing to further improve their interpersonal communication in the workplace. Covers written, telephonic and face-to-face communication.

Key Learning Outcomes

• Understand the communication process and the ingredients of effective communication.
• Learn how to speak in summary and in detail when required.
• Understand and use different communication modalities to appeal to different learning styles.
• Know how to assessment how your communication is perceived and how effective you are in a situation.
• Understand media richness and improve your effectiveness when communicating using different communication channels/media.
• Learn practical skills to communicate more effectively.

Course Delivery Includes:

• Theory: Latest best practice
• Team discussions
• Self assessment
• Group exercises
• Film clips
• Technique application practice
• Role plays
• Personal action planning

Course Outline: Communication Effectiveness in Business

MORNING SESSION

Understanding the Communication Process
The Goal of Effective Communication
The Communication Process Model
Channels of Communication and Media Richness

Understanding Human Behaviour in Communication
What Lies Beneath - Perceptual Filters
Johari Windows
Different Interactive Styles
How People Communicate using Different Internal Representation Systems

Listening Skills
Staying in the Present
Active and Reflective Listening
Questioning Techniques

AFTERNOON SESSION

Communication Tools and Techniques
Text-based communication
The Power of Words
Email Habits
Tips for Effective Writing
Communicating on the Telephone
Face to Face - Using Body Language for Maximum Effect
Chunking Up and Chunking Down

Communicating Confidently and Assertively
Communication Effectiveness Self Assessment
Ingredients of Confident Behaviour
How to remain Assertive
Personal Action Planning