Communication Skills & Negotiation Strategies & Persuasion
Course Code: PR11
►Course Objective
- An understanding of how to plan and execute communication
- Awareness of one’s communication style
- How to read and adapt to feedback and body language
- Increased skill in presenting, questioning, listening and observing
- Practice and confidence in delivering communications
►Target Audience
- Customer-facing professionals
- Customer Relationship Supervisors & Managers
- Section head & Middle Managers
- Customer Service team members
►Course Outline
DAY 1
Communicating Yourself
- What is Communication?
- Types of Communication
- Your role and beliefs when communicating
- How to listen; really listen…
- Reading people
- Developing your awareness
DAY 2
Verbal Communication
- Self-awareness and Emotional Intelligence
- Communication Styles
- Para-language
- Understanding the power of your voice and posture
- Positive and negative language
- Giving & receiving feedback
DAY 3
Non-Verbal Communication
- The range of Non-Verbal communications
- Body Language
- Gestures
- Communicating in Meetings
- Written Communications outlined
DAY 4
The Art of Presentation
- Preparing to present
- Planning what to say (and what not to)
- Visual Aids and Stagecraft
- Using Q&A sessions to your advantage
- Changing your Emotional State for success
- Presentation Practice and Feedback
DAY 5
Influence, Persuasion and Conflict Management
- A model of persuasion; Push versus Pull
- Understanding Conflict and its positions
- Who do you think you are (and come across)?
- Talking Organisationally
- Cross Cultural Communication
- Planning to make a difference
- The design of financial models for forecasting and decision-making
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