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Communication Effectiveness

Start Date: March 09, 2015 | Duration : 2 days | Price : 4500 AED

Context to this workshop

  • Communication is the key to influencing in all job roles and industries
  • Quality of communication skills can have a profound impact on an individual's career progression and work-life
  • The message received is not necessarily the message being given, which is due to ineffective communication skills and a lack of self-awareness
  • Many people require improved confidence as well as improved communication effectiveness
Communication Effectiveness

By the end of the course, participants will be able to:

  • Build confidence when dealing with others in a variety of situations – selling, serving or working with others
  • Describe the positive and negative impact of communication skills and create self-awareness of the impact on others
  • Develop key communication skills
  • Establish other people's needs
  • Match a product, service or workplace situation to meet other people's needs
  • Deal with conflict with confidence
Communication Effectiveness

Who will benefit from attending?

  • People in frontline roles, selling, serving and dealing with customers
  • Employees who are internally focused and need to communicate effectively with colleagues
  • The employee who requires development of communication skills as part of their personal development and contribution to the business
Communication Effectiveness

Personal Introductions

  • Fundamentals of communication

Core Communication Skills

  • Four key communication skills
  • Positive and negative aspects of each communication skill

Body Language

  • It's not what you say, it's how you say it
  • Using body language to influence others
  • Barriers to effective body language

Understanding People and Their Needs

  • The communication clock
  • Questioning and listening to identify needs

First Impressions

  • The importance of the first impression
  • Making personal introductions

Dealing with Conflict

  • Customer and colleague resistance
  • Keys to dealing with resistance

Understand Self to Understand Others

  • PRISM Brain Map report
  • Understanding your brain map report
  • Relating personal behaviour preferences to other's behaviour preferences
  • Adapting to other's behaviour preferences

Communication and Culture

  • Cultural awareness
  • Dealing with different cultures
  • Understanding needs and expectations from different cultures

Leading Change

  • Understand change and change management challenges
  • People responses to change
  • Managing and leading people through change
Communication Effectiveness

Business Benefits

  • Improved communication effectiveness in selling and serving customers, creating improved customer experience and satisfaction
  • Employee’s level of influence on colleagues, leading to improved team work and cooperation
  • Development of work-based assignments to integrate skills and knowledge into daily routines to drive application and retention

Personal Benefits

  • Improved communication effectiveness becomes a foundation to career progression
  • Improved confidence in dealing with people in a variety of situations, including dealing with angry and dissatisfied customers or colleagues
  • Groomed communication skills enable you to have more influence over others, leading to improved personal performance and job satisfaction
  • Personal learning plan to support application and consolidation of key learnings on-the-job
Communication Effectiveness

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