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Course Outline

Foundation Tools

  • Defining clear communication objectives
  • Establishing a mutual understanding of roles
  • Clarifying the most effective requirements and processes for achieving communication outcomes
  • Identifying and leveraging common ground for successful interactions
  • Team Exercise

The Communication Process

  • Stages of communication
  • Preparing the message
  • Adapting the message to the audience
  • Delivering the message
  • Identifying barriers to communication
  • Communication Exercise – Case Studies

Communication Skills

  • Choice and control
  • Emotional intelligence
  • Four key components
  • Building trust
  • Gaining rapport
  • Outcome-oriented thinking
  • Listening for understanding
  • Expressing views without provoking
  • Questioning for specifics
  • Summarising

Influencing

  • Expanding your skill set
  • The influencing framework
  • Guidelines
  • Personal needs and motivations
  • Influencing strategy
  • Influencing Exercise – Planning and Practice

Challenging Situations: Understanding and Managing Conflict

  • Communicating non-defensively
  • Communication Exercise – Real Plays
  • Facilitating team communications
  • Managing challenging behaviours
  • Team Exercise – Difficult Situations

Summary and Action Plans

  • Lessons learned and plans for ongoing development
 21 Hours

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Testimonials (7)

Provisional Upcoming Courses (Require 5+ participants)

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