Why needed

When researching the biggest complaints of any relationship – ‘lack of communication’ is usually high on that list. Whether it is a personal or professional relationship - expressing yourself and being understood is vital if it is to be successful. Communication is one of the basic tools for sharing organisational knowledge, business information and influencing others. The lack of an individual's confidence, inability to express feelings in a positive way, inability to understand differing perspectives, can render communication ineffective. Lack of effective communication can lead to loss of important information, conflict, resentment, customer alienation and ultimately, a reduction in productivity. This programme demonstrates specific skills of how to effectively communicate openly yet tactfully in various situations with the use practical exercises and role-plays. Such scenarios include: conflicts, making requests for improvements, providing negative feedback, or handling people who have become emotional.


What the programme will cover

• Benefits of assertive communication
• How to recognise, assess and handle different communication styles
• Analysis of one’s own communication style
• Understand people's varied behaviour
• Aggressive, Submissive, Assertive Communication
• Re-framing thinking
• Verbal and non-verbal behaviour cues in communication
• Techniques for providing negative feedback
• Techniques for active/empathic listening

What is accomplished:

As a result of the programme individuals will be better able to:

• Recognise people's behaviour and use correct communication style
• Know their own communication style
• Adapt their communication style to get the message across
• Understand the benefits of open communication
• Use a range of techniques for handling disagreement and diffusing confrontation
• Work constructively and harmoniously with others
• Enhance personal internal and external relationships with customers and colleagues
• Achieve what they want without upsetting other people
• Provide feedback in a constructive manner