Main Menu »
Our titles
Advanced Communication Skills
Communication is at the heart of all human interactions, good
communication is the route to success. Poor communications,
on the other hand, cost organisations millions and cause uncertainty
and even misery for staff and service users. Taking time to
improve how we communicate pays dividends and produces measurable
outcomes. We are, first and foremost, communicators. This course
builds on existing skills and shows why communications fail
and how to get better results.
Objectives
- Understand the impact of language in a professional setting
- Be able to build rapport quickly
- Grasp the importance of verbal and non-verbal communication
- Develop a range of enhanced verbal and non verbal skills
- Structure approaches for dealing with ‘difficult’
situations
- Practise specific techniques for improving communications
- Reduce the risk of escalation by angry or dissatisfied people.
Contents
The Guiding Principles of Communication
Building a working alliance
Getting attention and structuring
How to build rapport
Non-defensive listening
Listening to understand
Structuring your communications
What makes a good communication?
Who has responsibility for the message?
Requesting information, giving instructions
Work to build a relationship, even with difficult people
Avoiding emotional hijacking
Anger is a stress response
Recognising real complaints
Early warning signs
When the problem is not the problem
What to avoid: interruptions, mind
reading etc.
Three ways to ask questions
Knowing when to end
Handling criticism and complaints
Know how to control your own stress
Understand your own responses and limits
We offer pre-course planning with the trainer and follow up
with written analysis of delegate feedback. We provide recommendations
for further action ...
|
