About the Programme

Managers spend on average over 75% of their time in one-to-one verbal communication i.e. face-to-face or on the telephone. Therefore effective interpersonal and communication skills are essential tools for today’s modern manager. Most dissatisfied employees will blame poor motivation and poor communications as two of the major areas, which affect them in a very negative way. In the multi-cultural work environments, good interpersonal skills and cultural sensitivity are essential elements for successful management. Only recently have organizations realized that people are their greatest asset. Being able to deal effectively with people from different cultures and backgrounds is vital for success in today’s global business environment.

It’s a whole new world of work. Organizational change, diversity and electronic communications have changed the face of the workplace. Today, more than ever, success depends upon the combined cooperation, commitment and action of people-both face-to-face and across electronic and cyber channels.

This course is for those people who want to understand how to communicate more effectively, with their customers, their staff, their colleagues and, their bosses.
 

Outcomes

 Implement change. Communicate and assist others in adapting and growing by improving your interpersonal skills.

Achieve results. Create a climate for action— improve your communication skills.
Manage conflict. Get your points across without intimidation—and turn potential adversaries into allies.

Be a better manager. Motivate and influence people who directly report to you and others in the organization.
Foster teamwork. Develop communication skills that encourage feedback and avoid misunderstandings.
 

Who Should Attend

How You Will Benefit

·         Communicate and solve problems by clarifying the real issues

·         Make trade-offs without being a pushover on big issues

·         Implement plans without strong-arm tactics

·         Generate enthusiasm for your ideas and proposals

·         Minimize conflict and build group commitment

·         Influence others and motivate them to profitable action

·         Save time, energy and talent by improving the entire “people” side of your job

·         Develop credibility based on respect and trust

·         Find alternatives to work with “difficult” people

Course Objectives

·         To consider the role of effective interpersonal skills in the workplace

·         To have a clear understanding of what is ‘good communication’

·         To ensure that each delegate understands the different methods of communication and how to use each one correctly

·         To learn the skills that allows delegates to work effectively in a multi-cultural environment.
 

Programme Contents

Module 1 - What is communication?

·         What is effective communication?

·         How messages flow - the different channels of communication.

·         Barriers to communication and how to overcome them.

·         The power of language in communication

·         5 Qualities of an effective communicator

 Module 2 - Communication Skills

·         Developing listening skills

·         Asking the right questions

·         Body Language - ‘the hidden communicator’

·         The Johari window

·         The basics of persuasion

·         Understanding what motivates people

Module 3 - Behaviour Issues

·         Behaviour styles - Aggressive, Assertive, Submissive

·         Four main types- Amiable, Expressive, Analyst, Driver

·         Transactional analysis - Parent, Adult, Child

·         Conducting Effective Meetings

·         Giving supportive feedback

·         Giving corrective feedback

·         Develop a Personal Action Plan for future development

·         Communication and the New Workplace

Module 4 - Getting the message across

·         Recognize the expectations your manager, peers, employees and others have of your interpersonal skills performance

·         Identify the distinction between behaviours and intentions

·         Understand Perception, Self-Concept and Expressing Emotions

·         Identify how perceptions shape and influence your interaction with others and their responses to you

·         Analyse the ways in which you and your co-workers approach work and relate to each other

Module 5 -The blend of communication and interpersonal skill sets

·         Nonverbal and Verbal Skills

·         Apply a five-step process to the development and delivery of clear messages

·         Understand cross-cultural flexing

·         Using Listening and Feedback Skills to Build High-Performance Work Relationships

·         Identify personal listening liabilities and strategies for improvement

·         Achieve productive and satisfying work relationships with peers, your manager and others

Module 6 - Communication and actions through other people

·         Directing and Motivating Others

·         Review and practice steps to effectively give directions

·         Identify what motivates others to achieve high levels of performance and effectiveness

·         Assertively and Productively Managing Conflict

·         Recognize the differences among assertive, non-assertive and aggressive behaviours

·         Negotiate your way out of conflict

·         Being a Team Player: The Synergistic Impact of All Your Interpersonal Skills

·         Identify the stage of team development your work group is in and respond and adapt appropriately

·         Evaluate your role as team leader and select actions that will guide the team to the achievement of goals
 

The modules will be presented in a style that allows for detailed discussions, break out sessions, individual tuition, practical exercises, case studies and video presentations.