By the end of this programme, participants will:
- Have the ability to communicate with greater skill
- Have a positive awareness of their own personality and their impact on others
- Be able to communicate more assertively and with greater impact
- Have enhanced their active listening skills
- Be able to use interpersonal skills to build their team and gain the commitment of others
DAY 1
Introduction
- The importance of good communication and interpersonal skills
- VIDEO – The Great Communicator
Communicating with real impact
- How do you really come across?
- Self evaluation- my style
- Behaviour options – aggressive, passive, consultative
- Exercise
Creating the Right Atmosphere
- Putting people at ease – establishing a rapport
- Breaking down the barriers to effective communication?
- Role play exercise
DAY 2
Using language effectively
- Words and phrases
- Pacing, pausing, body language
- Active listening and summarising
- Verbal and non-verbal media
- Identifying key communication channels
Active Listening
- Proven techniques for effective listening
- Verifying comprehension via feedback
- Differentiating between emotional context and message context
- Lending precision to listening by: verbal impact, intonation, rate of speech, facial expressions, gestures and eye contact
DAY 3
Interpersonal Effectiveness
- self awareness
- emotional intelligence
- work life balance
- managing change
- handling emotional stress, frustration and anger
- impact of gender on interpersonal effectiveness
DAY 4
Working with others
- Giving positive feedback
- Giving criticism in an open and constructive manner
- Influencing and gaining commitment
- Handling difficult people, standing firm saying ‘No’ in difficult situations
- Using interpersonal skills to build your team
DAY 5
- Using interpersonal skills to build your team
- Giving confidence to others in your teams and departments by using effective assertion techniques
- Review of programme
- Putting it into practice – formulating a personal action plan
- Close of programme
