advanced communication skills

Communication is at the heart of all human interactions, good communication is the route to success. Poor communications, on the other hand, cost organisations millions and cause uncertainty and even misery for staff and service users. Taking time to improve how we communicate pays dividends and produces measurable outcomes. We are, first and foremost, communicators. This course builds on existing skills and shows why communications fail and how to get better results.

Objectives

.         Understand the impact of language in a professional setting

.         Be able to build rapport quickly

.         Grasp the importance of verbal and non-verbal communication

.         Develop a range of enhanced verbal and non verbal skills

.         Structure approaches for dealing with 'difficult' situations

.         Practise specific techniques for improving communications

.         Reduce the risk of escalation by angry or dissatisfied people

Course Content

The Guiding Principles of Communication
Building a working alliance
Getting attention and structuring
How to build rapport
Non-defensive listening
Listening to understand
Structuring your communications
What makes good communication?
Who has responsibility for the message?
Requesting information, giving instructions
Work to build a relationship, even with difficult people
Avoiding emotional hijacking
Anger is a stress response
Recognising real complaints
Early warning signs
When the problem is not the problem
What to avoid: interruptions, mind reading etc.
Three ways to ask questions
Knowing when to end
Handling criticism and complaints
Know how to control your own stress
Understand your own responses and limits

We offer pre-course planning and follow up with a written analysis of delegate feedback. We provide recommendations for further action...