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Course Outline

Foundation Tools

  • Defining clear communication objectives
  • Establishing a mutual understanding of roles
  • Clarifying the most effective requirements and processes for achieving communication goals
  • Identifying and leveraging common ground for successful interactions
  • Team Exercise

The Communication Process

  • Key stages of communication
  • Preparing the message
  • Tailoring the message to the context
  • Delivering the message effectively
  • Identifying barriers to communication
  • Communication Exercise - Case Studies

Communication Skills

  • Exercising choice and control
  • Applying Emotional Intelligence
  • Mastering the four key components
  • Building trust
  • Creating rapport
  • Adopting outcome-oriented thinking
  • Listening for true understanding
  • Expressing views without provocation
  • Asking questions to uncover specifics
  • Effective summarization

Influencing

  • Expanding your professional skill set
  • Applying an influencing framework
  • Following established guidelines
  • Understanding personal needs and motivations
  • Developing an influencing strategy
  • Influencing Exercise - Planning and Practice

Challenging Situations: Understanding and Managing Conflict

  • Communicating in a non-defensive manner
  • Communication Exercise - Real-World Scenarios
  • Facilitating team communication
  • Addressing difficult behaviors
  • Team Exercise - Navigating Difficult Situations

Summary and Action Plans

  • Reflecting on lessons learned and planning for continuous development
 21 Hours

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