This course aims to introduce participants to the basics of effective communication and to provide them with the necessary skills to deal and interact with others.

The course introduces basic communication skills such as effective listening skills, speaking skills and motivational skills. It also deals with the basic skills of negotiation, managing conversations and making presentations.

This course will also discuss the foundations of successful meeting management as part of effective means of communication within any organization that aims to achieve its corporate mission and vision.

Developing Your Communication Skills
• The importance of effective communication and the effects of poor communication in the
working environment
• Possible barriers to communication and methods to overcome them
• Ways to ensure effective communication:
o Preparing, matching and delivering the message
o Questioning and listening to uncover the right information
o Active listening – are you doing this?
• Non-verbal communication – body language and tonality
• Effects of attitudes, perception and cultures on the interpretation of non-verbal messages
Giving & Receiving Feedback
• Examples of good and unhelpful feedback
• What does “constructive feedback” mean?
• What does excellence look like?
• Feedback model: Situation – Behaviour – Impact
• Receiving feedback
Dealing With Challenging People & Situations
• Different types of personality and how to engage best with each one
• 6 types of assertion
• Being assertive but not aggressive
• Being calm, objective and keeping an open mind
• Dealing with aggression
Holding Challenging Conversations
• Understanding what challenging conversations you might face
• Creating the right environment – choosing the right method and setting to hold this
conversation
• Positioning difficult conversations – planning and preparation
• Delivering difficult conversations and messages – structure
• Changing behavior by choosing a different perspective
Resolving Conflict
• The types of conflict that exist and specific strategies to handle each one
• Thomas-Kilmann conflict assessment – how do you currently manage conflict?
• Statements based on reasons vs expectations
• Responses to feedback
• How to handle difficult reactions to feedback