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Communication Skills

This Communication Skills training provides a challenging process that will enable understanding and capability in influencing others. It will provide you with the skills and knowledge to begin communicating assertively and with confidence.

What will I learn?

  • To define assertive and non-assertive behaviours.
  • To appreciate the need for self-management before managing others.
  • To build capability in self-management.
  • To develop skills in being assertive in a variety of awkward situations.
  • To clarify how we learn, and challenges associated with behaviour change.
  • To understand the principles of effective communication.
  • To use communication skills to influence others.
  • To build confidence through demonstrations and practical application.

Who should take this course?

This Communication Skills training is perfect for anyone looking to develop their communication with others. This could include managerial training, customer services, or teamworking.

Course Content

  • Practical exercise - assertive, aggressive or submissive
  • Facilitated discussion
  • The four behaviour styles
  • Practical examples
  • Predispositions towards styles
  • Understanding behavioural styles
  • Verbal, vocal, visual signals
  • Benefits and barriers to assertiveness
  • Non-assertive behaviour
  • Becoming emotional
  • Self-first management
  • Transactional Analysis (TA)
  • Emotional Intelligence (EI)
  • Difficulties with changing behaviour
  • Comfort zones
  • Habit
  • Conscious choice
  • Saying ‘no’
  • The need to say ‘no’
  • Difficulties in saying ‘no’
  • Submissive, aggressive, passive-aggressive strategies
  • How to say ‘no’ assertively / constructively
  • Verbal, vocal, visual behaviours
  • Demonstration and practical scenarios
  • Giving bad news
  • What makes it difficult?
  • Submissive, aggressive, passive-aggressive strategies
  • How to give bad news assertively/constructively
  • Verbal, vocal, visual behaviours
  • Demonstration and practical scenarios
  • Challenging Feedback
  • Giving/receiving constructive feedback
  • Feelings about feedback
  • Submissive, aggressive, passive-aggressive strategies
  • Verbal, vocal, visual behaviours
  • Demonstration and practical scenarios
  • Defining conflict
  • Conflict as positive/negative
  • Perceptions of conflict
  • Causes of conflict
  • Five conflict handling styles (Thomas Kilmann)
  • Self-assessment – Thomas Kilmann Conflict Inventory
  • Feedback and discussion
  • Handling Aggression
  • Types/effect of aggression
  • Submissive, aggressive, passive-aggressive strategies
  • Handling aggression assertively/constructively
  • Verbal, vocal, visual behaviours
  • Demonstration and practical scenarios
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