Communication Skills in the Workplace

Expanding Personal Influence And Negotiation Skills:

Understand Which Strategies To Use When

To succeed in a world of rapid change, strategic alliances, and cross-functional work teams, leaders must possess more than one personal management style. In difficult situations—especially those where responsibilities surpass authority—powerful interpersonal skills can make all the difference. In Expanding Personal Influence And Negotiation Skills, participants learn how to build their personal influence and apply negotiation techniques appropriately and effectively.

Skill-Based Programme Content

• Assessing your influence base
• Choosing influence-gaining actions
• Identifying ways to enhance your influence
• Comparing and contrasting influence and negotiation
• Understanding which influence strategy to use
• Using position- and person-related approaches
• Planning for a negotiation
• Conducting a negotiation
• Managing negotiation counters
• Closing the negotiation

Course Com1         One Day

Sharing Feedback With Style:

Handling Difficult Conversations Effectively

All too often team members misinterpret each other’s messages—or communicate in unintended ways. In Sharing Feedback With Style, participants find out how to treat others openly and respectfully, and put an end to offensive power plays, personal attacks, and subjective judgements. Following the four-step Feedback Planner, they learn how to help others understand the impact and consequences of their current behaviours and address areas needing improvement.

Skill-Based Programme Content

• Using active listening techniques to improve team communication
• Planning and delivering positive feedback or constructive feedback to a team member—using a Feedback Planner
• Effectively handling feedback received from a team member

Course Com2         One Day

Communicating Non-Defensively

Communication can be tenuous at best. Discover the whys and wherefores of communication misunderstandings with this important session. Workplace dramas illustrate the dynamics of communication and provide valuable lessons on how to avoid the defensiveness chain.  Participants will learn to express themselves openly and effectively, shift away from the defensive, guide others toward better communication and more.

Course Com3         One Day

Step-By-Step Problem Solving:

Ensure Problems Get and Stay Solved

It sometimes seems that there is a never-ending stream of problems to solve in business. Ironically, many are not new. They are recurring problems that never seem to go away. Step-By-Step Problem Solving shows participants how to get at the underlying causes of these problems—not just the symptoms—so they get solved and stay solved.

Skill-Based Programme Content

·  Applying a six-step problem-solving model

·  Developing problem-solving skills

·  Defining the problem

·  Analysing potential causes

·  Identifying and selecting the best solutions

·  Developing an action plan

·  Implementing solutions and evaluating progress

·  Applying problem-solving tools

Course Com4         One Day

Communication Cornerstones: Building Trust

This event uses a unique comparison between good and bad management styles to captivate and educate your managers on the benefits of good communication skills.  Each scenario demonstrates the most effective ways to manage, as well as the negative results of managing poorly.

·         Be open and honest

• Address problems head on
• Use face to face contact
• Actively listen

·         Give constructive feedback

Course Com5         One Day

Communication in the Workplace

Have you ever been misunderstood? In daily life, misunderstandings can create humorous muddles or minor mistakes. But in workplace settings, miscommunications can have serious repercussions.  Let's face it, confused contexts, noisy rooms, or failure to ask for clarification can create peril for you, your colleagues and your clients - and frustration and lost time for your staff.  This programme can help your team turn frustrating communications into successful exchanges - each and every time. Combining humour and drama, this exciting, team-building event demonstrates:

1)       Dangers that arise when there is a discrepancy between what we mean to say and what others hear

2)       How varied interpretations of a single word can upset our ability to provide the best in customer care

3)       The importance of precise communication and the 5 critical steps for effective communication

4)       How attending to the power of our words can prevent chaos and create a whole new level of understanding

Participants will learn that communication can succeed when messages are passed through five stages:

·         the Speaker launches a thought

·         the Language that is chosen is clear and uses specific words

·         the Environment is organised and free of distractions

·         the Listener interprets the message

·         thorough Feedback is given to guarantee that the Speaker and Listener understand

·         each other completely

Course Com6         Two Days

Power of Listening

Effective listening skills are crucial because listening is a fundamental source of information, as well as a key element in interpersonal relations. By attending this event participants will learn about eliminating costly mistakes through effective listening, listening as a leadership skill and more.

Course Com7         One Day

Exercises in Communication Skills

Communication -- the process of passing information and understanding from one person to another -- is the vital connection between plans and actions. In the organisational setting, the ability to communicate clearly is one of the most important skills a supervisor can have. This event provides interactive skill-building training for supervisors to help them learn and improve upon their communication skills. It provides them with important opportunities to analyse, develop, and improve their own approach to communication on the job.

Course Com8         One Day

Giving and Receiving Feedback

There is both opportunity and peril in feedback. Make the most of your opportunities by shifting feedback from critical to constructive and mindsets from defensive to receptive. This course will show you how.

·         Receive critical feedback with an open mind

·         Give constructive feedback effectively

• Develop skills for self-talk

Course Com9         One Day

Communication Skills that Build Winning Relationships

One of the biggest mistakes we make each day is to underestimate the power of communication. We simply take for granted that communication really is a tool, and that it can help "make or break" us. This training programme shows us how our daily communication skills can dramatically propel us to new levels of success. You'll get an inside-out look at the two basic categories of communication: Internal - the voice within, and Interpersonal - listening and dealing with others. Each category is explored in detail to help advance your understanding of how to create effective communication.

You’ll Learn To:

·         Realise that people communicate for two different reasons

·         Reverse destructive self-talk and shape yourself-esteem

·         Use the BE-DO-ACHIEVE-NEW-BE cycle to build up internal communication

·         Guide yourself away from distorted thinking, and generalizing

·         Channel received feedback into positive actions toward improvement

·         Become a better retentive listener

Course Com10       Two Days

Feedback Skills for Supervisors

Cultivate your critiquing skills and make feedback a winning part of your business strategy! No feedback is good feedback. Wrong! Absolutely no feedback is the worst kind of feedback of all. Even harsh feedback helps to measure progress and improvements. And good business depends on it! However balancing critical feedback with the right amount of praise is what most people in the workplace need to work on. In this continuous communication improvement training programme, you’ll see how to exercise the four elements (giving feedback, soliciting feedback, receiving feedback and self-evaluation) that make the feedback process useful.

You’ll Learn To:

• Offer honest feedback that’s systematic, logical and caring
• Correctly point out specific needs for improvement using "I"
• Ask the kinds of questions that will result in helpful feedback
• Take self-inventory with your "Credibility Checklist"
• Adapt the four characteristics that convey credibility to others

Course Com11       One Day

How to Develop Effective Communication Skills

"How to Develop Effective Communication Skills" is a systematic, detailed training Programme that gives you a blueprint for effective communication; a formula for understanding. You will learn the skills needed in order to be clear and objective when communicating to make sure that your communication is successful.

You'll learn to:

·         Build trust so you can communicate openly and freely with others

·         Remove barriers to positive communication

·         Communicate nonverbally as well as verbally

·         Develop better relationships through listening

·         Deal with conflict in the work place

Course Com12       Two Days

If Looks Could Kill

This programme reveals that behaviour can be a powerful tool, or a dangerous weapon. We can use it positively for the good of all, or we can attack with negative behaviour, to enrage, wound, scare or even kill. It uncovers why an individual can be pleasant to one person, then offensive to another, simply in response to that person’s behaviour. Don’t allow your organisation to be guilty of criminal customer service. Let ‘If Looks Could Kill’ show you how to use positive behaviour to unlock the mystery of better service.

·         Behaviour breeds behaviour

·         Behaviour is a choice

·         Use people’s names

·         Pay attention to their case

Course Com13       One Day

Media Relations

It’s 3:15 on an average workday when suddenly there’s an explosion. The media converge on your facility within minutes. This programme teaches managers, supervisors and line workers who may be interviewed by the press how to handle this and other delicate situations.

·         What information to release

·         Proper way to handle an interview

·         Choosing a spokesperson

·         Building a good relationship with the media

·         Avoiding negative publicity

Course Com14       One Day

Negotiating for Business Results

Negotiation takes place all the time. It plays a vital role in your everyday business and personal life.  Yet, many people view negotiation as an onerous exercise to be tolerated rather than enjoyed. By attending Negotiation for Business Results you'll develop the skills necessary to help you become a successful negotiator, and at the same time, learn to enjoy the process along the way.

You'll learn:

·         The fundamental elements of negotiations

·         How to prepare for nearly any kind of negotiation

·         How to outline your negotiating goals

·         How to anticipate what the other side will do and how to react

·         Highly effective negotiation techniques

·         You’ll learn to negotiate like a pro!

Course Com15       One Day

Power of Words

Inspire people to use words of positive power with this thought-provoking event

"You can't do anything right." "You'll never make it in this business." "I don't love you anymore." Has anyone ever said those words to you? How did you feel? Have you ever said them to anyone? How do you suppose they felt?  How about using words like "Great job!" "Thanks for coming through," and "You're irreplaceable!"? And how about making words like Hope, Love, Tolerance, Understanding, Empathy, Cooperation, Contribution and Responsibility an everyday part of the way you think? What if everyone did the same?  This short but powerful session gets right to the heart of communication that works, setting the stage for great meetings and training sessions in communication, diversity and teamwork.

Participants learn:

·         to use "Words of Power" in their communications.

·         the importance of framing comments positively.

Course Com16       Half Day

Relationship Strategies

The better you understand human behaviour, the better you can communicate, effectively. This session explores the four most common behaviour styles...and shows how to communicate successfully with each.

How To Training Points:

·  How to identify the four common styles of behaviour

·  How to determine your own behaviour style

·  How to adapt your communications to the behaviour style of the other person

Course Com17       One Day

Solving Your Communication Crisis

Valuable techniques to strengthen communication, one-on-one

By putting this session's effective communication pointers to use, your employees will start to take responsibility for their own communication and, as a result, set and meet common communication goals with whomever they communicate to--bosses, co-workers, subordinates, customers, and others. Solving Your Communication Crisis will also show employees how to break down the rapport blockers that typically creep into everyday messages that limit effective communication.

You'll Learn How To:

·         Establish communication goals with whomever you speak

·         Build rapport by matching moods, actions, words, phrases, and tone of voice

·         Ask honest, take-action questions

Course Com18       One Day

Speaking Effectively to One or One Thousand

In a well-known study, 3,000 people were asked what frightened them most. The number one answer was -- public speaking. This entertaining event gives participants the skills so needed for confident communication with audiences of one or one thousand. It proves that the ability to speak effectively is one of the most powerful tools for personal and professional success. And because people who speak effectively are perceived as leaders, the importance of training all members of your organisation in the techniques presented here cannot be overstated.

Participants will learn what causes public-speaking fear and how to avoid it, the roles of appearance and body language, how to most effectively communicate your message and more.

Course Com19       One Day

Succeed by Listening

An old philosopher once said: "One mouth, two ears," meaning (we think) that we should listen at least twice as much as we speak. It seems so easy to do and yet it can be oh so difficult.

By attending this session you will discover the basic principles and techniques needed to become an active listener and better communicator in both your business and personal life. You'll learn to handle the tough situations by really understanding what has been said. You'll have the confidence needed to solve the difficult problems and react without misunderstanding.  Persuasion is also a part of listening and you will learn how to become even more persuasive just by listening correctly. You'll develop the skills necessary to become a level one listener (the best!) and an understanding communicator.

Course Com20       One Day

Verbal Communication: The Power of Words

Poor communication can create chaos in the workplace. The point is clearly illustrated in this innovative and thought provoking session. We guarantee you won't forget the lessons!  This event helps you to speak and listen responsibly for essential results: quality of product, more error-free efficiency, higher productivity, smoother performance and better human relationships. And provide you with a new infusion of power so needed for the era of empowerment, diversity management and total quality.

Learning Points:

Participants will learn to choose clear, meaningful language, listen actively, completely and with empathy. They will additionally learn to ensure two-way understanding and more.

Course Com21       One Day

Listen and Win

To succeed in business today you must become an effective communicator. Why then are some people better communicators than others? In most cases the mastery of effective listening skills gives the best communicators the desired competitive edge.  By attending this training programme you will learn:

• The basics of listening
• How to tailor your listening skills to various situations
• How to give and get good feedback and why it’s important
• How to identify “communication noise” and get rid of it
• Why taking notes helps you become a better listener
• How to ask the proper questions and be able to listen and remember the answers
• What is important in what a speaker is saying
• How to listen to learn, decide and enable!

Course Com22       Two Days

How to Make Winning Presentations

One of the greatest fears for most individuals is making a presentation in front of one person or an entire group. The fear is real and, for many, it can be devastating to an otherwise promising career. By attending this event, you'll learn to develop the skills necessary to make every presentation a total success. You'll learn how to: overcome jitters; appear calm and composed; deliver what audiences expect; and much more. Order now and improve your skills in the crucial activity of making presentations!

Course Com23       Two Days

Writing for Business Results

If you write well, you will often do well. It’s that simple. But many of us haven’t taken a writing course since high school or college. When we sit down to write, we confront a frustrating, time-consuming task. Words and meaning elude us. Precious hours march by as we stare at a blank computer screen. Don’t despair. You don’t have to be a best-selling author to write clearly and effectively. You just need to follow the programme in Writing for Business Results. This clear-cut, non-threatening approach gives you the principles you need to make your writing powerful, interesting and relevant to the reader.

You’ll improve all aspects of your business writing – from memos to e-mails to detailed annual reports – by learning how to:

·         Put the “Five C’s” of effective writing to work

·         Create a plan for letters, memos and e-mail

·         Keep your messages short and simple

·         Grab your readers with a strong opening line

·         Provide the detail needed to support your writing

·         Apply the Six Principles of The Writer’s Edge

Sharpen your pencils, fire up your computer, and write for results!

Course Com24       Two Days

The Write Stuff

There is nothing like good writing. Good writing may stretch our imaginations. And, yes it may be difficult and time consuming. But the ability to communicate clearly and succinctly and have people understand what we are saying is critically important both in our business and personal lives.

The “Write Stuff” training programme provides a practical how-to guide to help you become a better writer-both professionally and personally.  In this truly “non-threatening” training programme you’ll learn:

·         The two unbreakable rules of writing

·         Techniques needed to make reports, memos, letters and business presentations more understandable by your readers

·         How to eliminate writer’s block how to answer many of the tough grammar questions

·         How to truly reward yourself for completing your writing assignment

Course Com25       One Day

Negaholics

How to Handle Negativity in the Workplace

This insightful session arms you with the powerful tools and easy-to-use techniques you need to deal successfully with all the Negaholics in your life. You'll be absolutely amazed as negative attitudes are transformed into positive behaviours right before your eyes! Reduce your stress level and watch your job enjoyment soar as you banish negativity from your life!

This event shows you how to overcome negativity and develop a positive, productive outlook throughout your organisation. Turn around negativity in others and yourself by learning how to:

·         Work effectively with 12 types of Negaholics using specific coping strategies

·         Eliminate self-limiting Negaholic tendencies from your life

·         Achieve greater team success by spotting and rooting out negativity

·         And so much more!

Course Com26       One Day

Powerful Communication Skills

How to Communicate with Confidence, Clarity and Credibility

Are your communication skills holding you back? Do you have the tools to make a strong impression and achieve the results you want? In this information age, less-than-polished communication skills can be hazardous to your career, your relationships, your happiness. This event is an authoritative guide that helps build your skills and increase your success.

Here's What You'll Learn:

• Listening techniques that make communication a two-way street
• Ways to become more assertive without offending others
• Body-language skills that persuade others to believe in you
• Positive steps for solving problems and resolving conflict
• Powerful processes for defusing unwarranted criticism
• And much more!

Course Com27       Two Days

Emotional Intelligence - Session

Emotional Intelligence (EI) provides an excellent overview of this breakthrough topic.  Five EI competencies are introduced: Self-awareness, Self-regulation, Self-motivation, Empathy and Effective Relationships.

The programme then demonstrates to participants how training in emotional intelligence is being used to help employees access the power of emotions to create better, more productive working relationships.  Participants will learn how EI competencies can be combined with other knowledge and technical capabilities to increase one's overall effectiveness on the job.

Participants will come away with specific areas of improvement to focus on and a structured, step-by-step approach to developing the required emotional competencies to bring more creativity, energy and intuition to their work, whatever the industry or field.

Course Com28       One Day

Telephone Skills at Work

Regardless of all the new technology the telephone is still the most used business tool in today's work place. It is also the most abused communication tool. "Telephone Skills at Work" will show you how to make your telephone your business partner. This training programme is a great companion when used with our best-selling programme “Winning Telephone Tips".

You'll Learn:

• How to correctly handle incoming and outgoing calls
• The basics of telephone etiquette
• How to deal with complaint calls (and turn them into success)
• How to listen and speak effectively on the phone

Course Com29       One Day

Use the Telephone the Right Way!

Master today’s key skills and strategies for effective telephone use. Good common sense telephone techniques and old-fashion courtesy—especially in today’s digital age—often define crucial business moments. Poor telephone skills can cause customer dissatisfaction or loss of customers, damage the organisational image, and threaten overall caller goodwill. In this training session, your employees will learn how to apply 14 key call-handling skills that will boost not only your organisation’s credibility and bottom line, but also their own professionalism and value.

You’ll Learn To:

·         Provide great service, turning phone calls into relationship builders

·         De-magnify conflict over the phone through sensitivity

·         Overcome the two root causes of poor telephone communication

·         Vary timing, tone and word choice to enhance caller comfort

·         "Check phone use attitude," follow the "two-ring rule" and more!

·         Apply voice mail etiquette that’s also efficient

Course Com30       One Day

Your A - Z Guide to Effective Telephone Skills

Virtually everyone has a telephone on their desk, yet telephone skills training is often sadly lacking.  This can lead to poor communication, frustration, customer complaints and even to loss of business.  If there’s a telephone on anyone’s desk, they should be trained!  You’re A – Z Guide to Effective Telephone Skills is an informative and cost effective programme that will enable participants to sharpen their skills and develop a pleasing and efficient telephone manner.  It is designed to provide a broad insight into the many skills involved in utilising the telephone correctly to maximise user and receiver satisfaction.

Course Com31       One Day + Study Pack

Business Writing: Quick, Clear, Concise

Employees frequently communicate with colleagues and customers through letters, memos, reports and other documents. Clear thinking and good communication skills can be showcased in written documents. Give your employees the essential skills they need to express their ideas in writing.

This event is excellent for developing new writing skills and for sharpening existing skills.

Key Training Points:

• Reduce your writing time
• Follow the five steps to writing effective documents
• Improve clarity
• Organise your ideas for impact
• Use the MADE format: Message, Action, Details, Evidence

Course Com32       One Day

Communicating Effectively

Who Should Attend:

Managers, supervisors, lead personnel who wish to improve and develop their communications skills.

What You Will Learn:

·         The role of feedback in interpersonal communications

·         How to give corrective and reinforcing feedback to others

·         How to use Active Listening to significantly enhance your skills as a communicator

·         Barriers to effective communication and how to overcome them

·         The role of non-verbal cues in communicating emotions

·         Your preferred style as a communicator

What the Workshop Covers:

• Interpersonal communications styles and how each style relates to other styles
• Statements that help the other person talk
• How to use questioning, paraphrasing, and summary to ensure accurate communication
• How to handle conflicts by using Active Listening techniques’
• Building openness and trust through use of communications skills

Course Com33       One Day

Cross-Cultural Understanding

This session investigates all the key components of culture, including values and beliefs, social structure, perceptions of time, communication styles, proper etiquette and more. Find out the answers to dozens of important questions, including:

• Why do some people seem so different from me?
• How do I build rapport and good working relationships?
• Why do some cultures work better alone, others in teams?
• Why do some people always miss deadlines? How can I help them be more efficient?
• And much more.…

Course Com34       One Day

Intercultural Communicating

The finest programme available on how to avoid misunderstandings and figure out what’s really being said when working with other cultures. Areas covered include language issues, translation, physical communication, direct vs. indirect communication, high-context vs. low-context interaction, and more. You’ll find out how to solve dozens of problems such as:

• Why do some people say ‘yes’ when they really mean ‘no’?
• How do I read body language and understand what’s really being said?
• When should I use a translator? How do I ensure the translation is accurate?
• When should I avoid eye contact or shaking hands?
• And much more.…

Course Com35       Two Days