Effective Communication Skills
COURSE DURATION
Face to face: 3 days
COURSE OBJECTIVE
This three (3) day course describes the performance outcomes, skills and knowledge required to communicate effectively within a business environment. Upon completion, participants will have a thorough understanding of the communication process and develop interpersonal communication to enhance team effectiveness. In addition, this practical course will provide participants with the tools and strategies needed to ensure they can effectively use different channels of communication in their organisation to communicate with relevant stakeholders.
LEARNING OUTCOMES
- Increase cultural awareness and the understanding for diversity in the workplace
- Understand various communication methods to enhance team development
- Maintain professional work relationships
- Develop effective communication techniques
- Develop interpersonal communication skills
- Identify actual and potential constraints to communication
- Deliver complex information effectively; written and verbally
- Effectively communicate with stakeholders
BENEFITS
- Develop effective communication techniques
- Understand the importance of diversity in the workplace
- Effectively enhance relationships using interpersonal communication skills
- Communicate with stakeholders effectively on behalf of the business
AUDIENCE
Frontliners, Office Administrators, Customer Service officers, team members and team leaders
TOPICS
- Communication processes
- Managing diversity
- Organisational and team communication
- Channels of communication
- Verbal and non-verbal communication
- Active listening skills
- Interpersonal communication in the workplace
- Handling barriers in communication
- Feedback techniques
- Empathy skills
- Supportive and non-supportive communication
- Speaking with impact
- Delivering messages effectively
- Communicating effectively with stakeholders
PROGRAM OUTLINE
Day 1
Organisational communication and diversity
- The power of effective communication
- Personality types and communication
- Self-discovery and core aspects of communication
- Identify communication principles in the organisation
- The communication model in detail – a practical approach
- The sender’s and receiver’s role
- Identify various communication processes
Day 2
Using interpersonal skills for effective communication
- Identifying channels of communication
- Select appropriate channels to achieve maximum impact
- Verbal and non-verbal communication
- Active listening skills
- Effective questioning techniques
- The power of probing
- Interpersonal communication skills
- Communicating with my team
- Identify and remove barriers to communication
Day 3
Communicate effectively with stakeholders
- Identifying channels of communication
- Select appropriate channels to achieve maximum impact
- Verbal and non-verbal communication
- Active listening skills
- Effective questioning techniques
- The power of probing
- Interpersonal communication skills
- Communicating with my team
- Identify and remove barriers to communication
Activities, discussions and presentations throughout the module
Delivery Format
- Role plays and group activities
- Videos
- Experiential learning
- Templates and checklists
