The Art of Effective Communication

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Introduction

Effective communication is a critical skill in both our working and personal life. We are expected to communicate with colleagues, supervisors, clients, customers and our own family members. To do this, participants need to understand the strategies and techniques that are essential for effective interpersonal communication and to develop relationships with others.  Being able to communicate effectively allows you to reach your goals.  Learn the essential techniques that will enhance your verbal, listening and non-verbal skills as well as your ability to read people and situations. Development of interpersonal skill allows you to understand yourself and others and to build better relationships with your colleagues. Even if you are a skilled communicator, you may not be communicating effectively at work. Your environmental culture, priorities, processes, and physical environment, all play a part in how well information is sent and received.  Participants will be able to discover their personal needs, strengths and weaknesses, understand people in greater depth and how to interact more competently with people in any situation.

Learning Objectives

At the end of the programme participants will be able to:

  • Overcome barriers to effective communication by understand the communication process including perception, verbal and non verbal communication and listening and questioning in everyday work life
  • Learn how to give and receive constructive feedback even in difficult circumstances
  • Understand the common breakdowns in communication, identifying  the problems and barriers of communication and develop skills to overcome these barriers
  • Handle motivational conversations
  • Develop the skill to adjust style to meet differing situations
  • Handle critical dialogue
  • Create action plan to develop interactive strategies to minimize communication breakdowns
  • Consider communication etiquette and strategy when needed in dealing with people

Course Content

Module Description Activities
Module 1  
Interactive Competence in the Communication Framework  		 1.1 : The Importance of  Perception in the Communication Process  
  • Framing and Reframing
  • Perception and Communication
  • Main Factors of Perception
  • Problems of Perception  
  • Test your Powers of Perception – Inference Exercise, Perception Circle, Check Your Assumptions, Video Clip – The Speed Painter
 
1.2 : Verbal Communication  
  • A Model of the Communication Process
  • Communication Within the Organisation
  • Rich and Poor Channels of Communication
  • Causes of Communication Failure
    
  • Memo from the CEO, One-Way or Two-Way Communication – a Three Round Exercise.  
1.3 : Non Verbal Communication  
  • Body Language and its Significance
  • Let Your Body Speak
  • However Keep things in Perspective
  • The Work of Virginia Satir – 5 Non Verbal Patterns of Communication
 		  
  • Body Language Demonstrations
 
  1.4 : Listening Skills  
  • Active versus Passive Listening – The Fourteen Key Steps of Active Listening
  • Cool Tips for Active Listening
  • Listening Habits of Effective Communicators
 
  • Listening Skills – Self – Assessment, Following Instructions, Listening Skills Test, Listening Skills – a Practical Demonstration
 
1.5 : Questioning Skills  
  • Recall Questions
  • Process Questions
  • The Top Ten Questioning Styles  
   Group Activities
Module 2
Feedback Skills – Handling Difficult Feedback  		  
  • Johari Window – The Problem of the Blind Spot
  • Giving Constructive Feedback
  • B.E.E.R  Formula
  • Receiving Feedback
  • Models of Best Practice  
 		  
  • Team Exercise – Giving Constructive Feedback  
 
Module 3  
Barriers to Communication    
  • Physical
  • Perceptual
  • Emotional
  • Cultural
  • Language
  • Interpersonal
  • Listening  
    
  • Mini-lecture
Module 4   
Characteristics of a Good Communicator    
  • The Top Ten Characteristics of a Good Communicator
 
  • Choose you Own Characteristics  
 

 

Module 5

Managing Different Types of  Communication

 

 

5.1 : Mind Your Language – Use words Carefully

  • Conflict Triggers
  • Use of “I” not “You” Statements

 

 
  • What Triggers You?

 

5.2 :  Social Competence and Interpersonal Skills

  • Building Relationships
  • Building Trust
  • Self Disclosure – Completing the Sentence

 

Module 6

Handling Motivational Conversations – Giving

 

 

 
  • Praise
  • Encouragement
  • Recognition
  • Empathy
  • What People Really Want

Module 7

Handling Critical Dialogues

 

 
  • Objections
  • Criticism
  • Negative Feedback
  • Sensitive Issues
  • Saying No
  • Listening to the Inner Management Team – Various Role Plays

Module 8

Communicating Across Different Cultures
  • Different Communication Styles
  • Different Attitude Towards Conflict
  • Different Approaches to Completing Tasks
  • Different Decision – Making Styles
  • Different Attitudes Towards Disclosure

 
  • What are your Perceptions of Different Cultures
  • Working with Different People

Module 9

Conversation Strategies

 

 

 

9.1 : Powerful Tools to Add to Your Conversational Tool Box
  • Mini-lecture

9.2 : Thinking on Your Feet – Unstructured and Structured Speaking

 
  • Talking Without Structure
  • Talking With P.R.E.P.

 

Module 10  Communication

Etiquette  

  • The Golden Rules

 
  • Mini-lecture

Module 11

Create an Action Plan to Use New Approaches to minimize Communication Breakdowns

 
  • What have I Learnt About Myself
  • What do I need to Reinforce
  • What do I need to Develop 
  • Preparing an Action Plan

Review, Evaluation and Close

Learning Methodology

 

 

 

This workshop will be highly experiential in nature, practical and easy to apply. It will be extremely hand on with exercises, self assessments, and lots of sharing of past experiences.