Introduction:

How well you communicate can make or break your professional image. It directly influences how others view your work and performance as well as your prospects for career advancement and mobility. Unfortunately, being diplomatic, tactful and credible doesn’t always come naturally to people. Even when it does, such communication can easily be derailed by emotions and conflicts. To be a communicator who is skilled in all three areas, it takes awareness, training and the know-how to apply proven techniques to all kinds of situations.

Communication skills form the basis of all our relationships. Through an understanding of your own personal communication style and the styles of others, you will enhance your ability to create lasting impressions. This course will equip you with the skills to listen effectively, provide constructive feedback and communicate with confidence.

This program will teach you how to choose and use the most appropriate words and emotional tone for every business interaction. You will gain insights into your communication style and the styles of others, while building skills to clearly and effectively receive and transmit information, ideas, thoughts, feelings and needs. You will learn how to be a consistently professional communicator even in difficult circumstances.

Course Objectives:

By the end of this course, delegates will learn how to:

• Apply diplomacy and tact to be a credible and effective communicator
• Manage the impact your communications have on your image
• Define and leverage your communication style
• Develop and demonstrate better listening skills
• Understand the importance of perceptions
• Explore communication style differences and learn to flex your own style
• Recognize the impact of stress on communications and be able to adjust for it
• Know what makes effective, powerful communication and develop the skills to model it
• Recognize the importance of effective communication in various situations
• Gain improved interpersonal skills by understanding different personalities and their preferred communication styles
• Identify listening as an active, constructive process and practice active listening
• Use positive statements to lead people towards positive actions

Who Should Attend?

Executives, Managers, Supervisors, Team Leaders, Superintendents, Financial Officers and Controllers, Process Managers, Strategic Planning Managers, Key Personnel, Champions, Officers, Engineers, Administrative Staff, any business professionals who want the skills to communicate in a positive, professional manner no matter what the situation

Course Outline:

The Importance of Perception

• Understanding how perception and image can impact others’ perception of you and your performance
• Recognizing how diplomacy, tact and credibility are demonstrated through good communication

Communication Style Differences

• Knowing how style impacts the image others have of you
• Flexing your style to communicate with more diplomacy, tact and credibility
• Completing the Insight Inventory to better understand how style affects your communication effectiveness
• Flexing your style to gender, generation and position
• Recognizing how stress impacts how you use your style traits

Effective and Powerful Communication

• Identifying and removing the roadblocks to effective communication
• Knowing how to positively impact the visual, verbal and vocal components of communication
• Describing the Know-Feel-Do Model of communicating
• Implementing strategies for powerful communications and practicing them
• Understanding nonverbal communication as a critical part of the communication process

Effective Listening Skills

• Applying good listening skills in order to communicate with diplomacy, tact and credibility
• Identifying the barriers and obstacles to effective listening
• Using good listening skills to build and improve your image
• Knowing how ineffective listening can cost you and the organization

Diplomacy, Tact and Credibility

• Defining the five actions that make for credible communication
• Applying diplomacy, tact and credibility skills to create more effective communication
• Identifying how “hot buttons” make people lose their diplomacy and tact and credibility
• Being aware of your “hot buttons,” and preparing before you face these situations

Miscellaneous

• Barriers to communication
• The three ‘V’s of communication: Visual, verbal and vocal
• A framework for understanding non-verbal communication
• Rapport
• Obstacles to listening
• Effective listening
• Questioning skills
• Positive language

COURSE LOCATIONS