Effective Communication Skills In The Work Environment
Course Code: MN35
Course Objective
- Use advanced communication tools and skills to deliver various types of messages
- Discover the different personal listening styles and identify their own
- Practice and use assertiveness skills in different situations
- List the main causes for boring and ineffective presentations and ways for overcoming them
- Project the right verbal and non-verbal characteristics essential in powerful presentations
- Pinpoint the main reasons that lead to Public Speaking Anxiety (PSA) and ways for eliminating them prior to presenting
- Define and understand the different sources of conflict
- Identify personal conflict resolution styles
- Manage conflict in teams and engage in effective team problem solving
Target Audience
- Verbal and non-verbal communication
- Proactive listening
- Building rapport
- Influencing, inspiring and persuading others
- Providing and receiving feedback
- Assertiveness
- Presentation design and delivery
- Public speaking
Course Outline
Day 1: Defining effective communication
- Communication: definition and characteristics
- Myths about communication
- Communication functions
- The four laws of communication
- Evolution of communication
- Communicating for results
- Understanding elements of communication
- Mehrabian’s 55-38-7 rule
- Overcoming communication anxiety and other obstacles
- Communication etiquette
Day2: The art of listening
- Common listening issues
- Guidelines for effective listening
- Effective listening and paraphrasing techniques
- Understanding different listening styles: active versus passive styles
- Improving the information recall rate
- Assessing personal listening profiles
Day3: Body language in communication
- The hands, legs and the eyes
- To move or to stay put?
- Tips for effective body positioning
- Guidelines for animating the legs and hands
- Characteristics of captivating verbal delivery
- Avoiding clichés and euphemisms
- The dangers of smart casual
- Dress and appearance: what are the rules?
Day4: Public Speaking Anxiety (PSA)
- Reasons why most people get nervous
- Adrenalin and its effect on presentations
- Dealing with PSA: short and long term solutions
- What do great presenters do?
Day5: Definitions of conflict
- Nature and scope of conflict management
- Misconceptions about conflict
- Sources of conflict
- Positive and negative factors of conflict
- When conflict comes between you and your desired results
- Thomas–Kilmann conflict resolution mode instrument
- Scoring and interpretations
- Ways of coping with conflict
- Assumptions and outcome of conflict
- Managing conflicts and using appropriate style for more effective outcomes
- Approaches to conflict resolution
- Giving and receiving feedback
- Assumptions in disagreement
- Creating a collaborative work environment for faster and better results
- The design of financial models for forecasting and decision-making
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