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Communication and behaviors training can help you learn how to communicate effectively, manage conflict, and develop assertiveness skills
Communication and Behaviours
Customised programs can be drawn from the following content and can be fine-tuned in the light of discussions with management and participants.
SESSION 1 – Communication Skills
- Defining and interpreting expectations
- Modes of communication and technology – when to use
- Impression formation – projecting confidence and credibility
- Active listening techniques – demonstrating interest in others
- Strategic questioning techniques – seeking information from staff
- Demonstrating an understanding of your staff and colleagues
- Giving clear information and explanations
- Speaking clearly and fluently
- Overcoming barriers to communication
- The power of conversations
- Using appropriate language
- Reading body language and non-verbal communication
- Communicating in a high tech environment
SESSION 2 – Influencing Skills
- The difference between influence, persuasion, power & manipulation
- The behaviours and characteristics of effective influencers
- Recognising sources of power – personal and positional
- The law of reciprocation – what you give comes back to you
- The impact of scarcity – people will seize opportunities that are rare
- When to use authority – building knowledge and credibility
- Creating commitment – aligning your requests with their priorities
- Getting people to know you, like you and trust you
- How to use consensus – capitalising on group influence
- Planning your influence strategy
- Targeting your communication to the recipient
Communication and Behaviours
SESSION 3 – Negotiation Skills
- Five pure Negotiating Styles – what is yours?
- Balancing concern for outcomes with concern for relationships
- The traditional negotiation process – what goes wrong and why?
- The benefits of the Collaborative Negotiation process
- The importance of preparation
- Identifying needs and goals & defining critical points
- Gathering information
- Maintaining a positive attitude
- The 5 stages of a collaborative negotiation
- The rules regarding concessions
- How to read body language and monitor nonverbal cues
- Overcoming intimidation and emotional obstacles
SESSION 4 – Building Confidence and Self-Esteem
- How Self-esteem is developed and consolidated
- Core self-esteem and peripheral self-esteem
- Leaned optimism, pessimism and learned helplessness
- Choosing attitudes to build self confidence
- Attributional theory – recognising permanence and specificity
- Leveraging successes
- Managing mistakes and failure
- Identifying the limiting beliefs that are holding you back
- Generating positive feelings ad greater confidence
- Six ways to build self confidence
Communication and Behaviours
SESSION 5 – Building Assertiveness
- Defining your strategies for asserting yourself at work
- The Interpersonal Influence Inventory (III) – self assessment
- Directness of communication vs. Consideration for others
- Open Aggression, Concealed Aggression, Passiveness & Assertiveness
- Building assertiveness: the ASERT process
- Analysing the Situation – dealing with emotions and perceptions
- Stating Your Position – script writing for future situations
- Evaluating Nonverbal Behaviours – yours and theirs
- Receiving Feedback – identifying your ‘triggers’
- Testing For Understanding
SESSION 6 – Presentation Skills
- Types of presentations – product, technical, information, entertainment
- Designing your presentation for maximum impact
- How to prepare, rehearse and use notes
- Integrating props, material and visual aids to enhance your message
- Understanding your audience – managing group dynamics
- Selling your message – influencing your stakeholders
- How to open/how to close powerfully
- The delivery – timing and pacing
- Managing questions and challenging situations
- Techniques for the psychological and physical control of nerves
Communication and Behaviours
SESSION 7 – Business Writing
- Preparing and planning your documents
- Using appropriate language
- Choosing the appropriate style and tone
- Structure and layout
- Plain English writing – achieving clarity and brevity
- Avoiding ambiguous grammar, punctuation and word choice
- Punctuation, spelling and grammar
- Memos, letters, reports and emails – what are the differences?
- Pitfalls to avoid
- A checklist for editing your work
- Guidelines for clear presentation of the report, proposal, or letter
SESSION 8 – Time and Task Management
- Organising yourself – evaluating your personal work habits
- Planning ahead – day, week, month
- Must, should and want to do lists
- Using planning and scheduling tools such as Microsoft Outlook
- Capitalising on your energy levels and prime times
- Dealing with deadlines
- Prioritising – distinguishing urgency from importance
- Negotiating interruptions and managing others
- How to say ‘no’ without damaging the relationship
- Managing paperwork and emails
- The importance of flexibility
- Strategies for overcoming procrastination
Communication and Behaviours
SESSION 9 – Unlocking Microsoft Outlook
- 6 key principles of Microsoft Outlook
- Coping with email overload
- Managing your Inbox
- Quick steps for getting organised
- Using drag and drop features
- Formatting messages
- Working with signatures and templates
- Creating and organising tasks
- Mail merge using Outlook and Word
- Working with multiple Calendars, Contacts, Folders & Groups
- Uncovering additional features – note taking, journal, web browsing
SESSION 10 – Building Resilience and Balance
- Thriving in a stressful environment
- The impacts of stress on your body and mind
- Combat stress – problem solving, changing reactions, coping resources
- Achieving greater balance in your life
- Know yourself – identifying your values and priorities
- Physical resilience – using good nutrition and regular exercise
- Relaxation techniques – don’t feel guilty to take time for yourself
- Mental resilience – focus on what you can control
- Be present – increasing mindfulness
- Stop ruminating – let it go
- Get perspective – stop catastrophising
- Emotional resilience – managing emotions and building optimism
- Nurturing key relationships and asking for help – it’s not as easy as it sounds
- Implementation – developing a personal resilience plan
Communication and Behaviours
SESSION 11 – Effective Networking
- What is networking? – dispelling the myths
- Understanding the benefits
- Changing your way of thinking
- When and where to network?
- Preparing and planning to get the best from your networking
- Overcoming your fears and reluctance
- Who to approach and what to say
- Explaining what you do in a clear and interesting way
- How to make important and exciting small talk
- Discovering people’s needs and wants
- How to deal with rude people
- Making appropriate introductions
- Best use of business cards
- How to keep in touch
SESSION 12 – Business Etiquette and Corporate Presence
- The importance of image in a corporate environment
- How to make a professional first impression
- Blending your personal dress style with corporate expectations
- Tips for your corporate wardrobe – do’s and don’ts
- The power of credibility and reputation
- Being your best in any professional situation
- Social manners – inside and outside the office
- Handshakes & eye contact – why are they important?
- Making appropriate introductions – customer to colleague /customer to senior executive
- Best use of business cards – presenting and receiving cards
- Attending company events – minimising nervousness
- Mixing business with alcohol
SESSION 13 – Office Courtesy and Technical Protocol
- Office manners & communication
- The key elements of effective communication
- Using appropriate language
- Active listening
- Giving clear information and explanations
- Overcoming the barriers to communication
- Understanding and interpreting body language
- Communication via email – when to use and how
- Proper & improper use of forwarding and CC’s
- Mobile phone – do’s & don’ts
- Meeting manners
- Your influence on meeting effectiveness
Sign Up Today & Start Leaning.
Contextualising the training to suit your business needs and culture