Self Awareness -Identify a range of verbal and non-verbal factors which affect others; assess personal strengths, weaknesses and opportunities
Communication Style – Understand why everyone is different and unique and therefore need to be communicated with using varying styles
The Communication Chain – Communicating assertively upwards, downwards and laterally, whether one to one or to a group.
Communication Techniques – Conveying ideas and information effectively, with clarity and brevity. Building rapport and trust, dealing with misunderstandings, effective questioning, active listening.
Positive Messages – The importance of positive messages, confidence and positive, empowering beliefs.
The Power of Persuasion – Sharing ideas and visions, creating empathy; the use of reason and logic, gaining commitment, building trusting relationships, making assertive requests, argue a case appealing to logical and emotional responses.
Conflict Resolution – Resolving unproductive conflicts, personality clashes, handling difficult people, avoiding and overcoming destructive situations.
Interpersonal Techniques – Select appropriate techniques to cope with situations ranging from selling ideas to managing conflict, consider approaches for modifying behaviour.
Action Planning – Participants plan and discuss what they will actually do upon their return to work.