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Organisations continually overestimate their communication abilities.

Yet miscommunications within an organisation occur regularly and are seen as normal.

Customers really dislike poor communication. It’s perceived as a sign of laziness and a lack of care. Fortunately, its fairly straightforward to improve communication skills in an organisation.

Lazy communication is rife. People are trying to communicate in as few words as possible. It’s as if we’re too busy running around in circles to take time to communicate with one another.

This course is designed to step your organisation through proven methods of communicating clearly. Professional communication does now sway and bend with nuances. Professional communication is a means of communicating clearly with one another without being misunderstood.

Your Communication Skills program will provide participants with valuable tools to:

  • Professionally communicate with stakeholders
  • Understand different personality styles and how to match your communication style
  • Understand the benefits of ‘active listening’ and questioning skills’
  • Handle requests that cannot be met or are outside the scope of your responsibility
  • Turn difficult customers into opportunities for the organisation
  • Communicate more effectively with different generations
  • Communicate more effectively with different cultures
  • Resolve conflict by substituting likely inflammatory words
  • Improve the communication skills across all departments — everyone is a customer
  • Understand the importance of meeting expectations and managing service interactions
  • Explain the importance of developing rapport and influencing others
  • Remove writing errors and fix grammatical mistakes
  • Analyse your current writing style

“Poor communication is perceived as a sign of laziness and a lack of care.”

 

MODULE 1:

LEARNING OUTCOMES

 

 

Communicating as an organisational strength

  • Discover how your ability to communicate impacts on people’s perceptions
  • Understand the impact communication has on customer service at all levels of the organisation – internal and external

Role plays, interactive discussions, group discussions and individual exercises.

 

 

Understanding how people communicate

  • Identify which communication methods exist – visual, verbal and vocal
  • Learn how to be more self aware of communicating with others

Role plays, interactive discussions, group discussions and individual exercises.

 

MODULE 2:

LEARNING OUTCOMES

 

 

Effective listening skills

  • Identify the four levels of listening
  • Understand the difference between hearing and active listening
  • Meeting expectations

Role plays, interactive discussions, group discussions and individual exercises.

 

Positive feedback & rapport

  • How to provide positive feedback during each communication encounter
  • Developing rapport and influencing others

Role plays, interactive discussions, group discussions and individual exercises.

 

MODULE 3:

LEARNING OUTCOMES

 

 

 

Effective communicating with those around you

  • Understanding the importance of having courageous conversations
  • Addressing the 4 communicative outcomes
  • Overcoming the barriers to effective communication
  • Communicating more effectively with different personalities, generations and cultures
  • Utilising the language of encouragement when working with those around you
  • Influencing strategies and the power of positive language

Group and Interactive Discussions, Individual and Group Exercises

 

 

Using positive words and phrases

  • Which words and phrases act like a red-rag to a bull
  • Which words actually soothe aggressive people
  • Reading body language – gestures, feelings and expressions to communicate effectively

Role plays, interactive discussions, group discussions and individual exercises.

 

MODULE 4:

LEARNING OUTCOMES

 

 

E-communication

  • How to interact and reply to all emails
  • Basics of e-communication
  • How to construct a well – written email
  • Social media nuances and distractions

Role plays, interactive discussions, group discussions and individual exercises.

 

 

Writing skills

  • How to write correspondence in clear, unambiguous styles
  • How to write in active rather than passive voice
  • Basic sentence structure

Role plays, interactive discussions, group discussions and individual exercises.

 

NUTS & BOLTS

Would you like to attend this program?

For maximum effectiveness, this program is best conducted as an in-house program.

Venue: For your convenience, you can choose to conduct this program at your offices. Alternatively, we can provide a training venue at a small additional cost.

Email: Deborah at or visit our website today:www.preftrain.com.au

Ideal group size: 6-10 participants

Duration: We can tailor to meet your timeframe.

Cost: Price on request.

 

Communication Skills Course 4.5 out of 5 based on 97 user ratings.

Organisations continually overestimate their communication abilities.

Yet miscommunications within an organisation occur regularly and are seen as normal.

Customers really dislike poor communication. It’s perceived as a sign of laziness and a lack of care. Fortunately, its fairly straightforward to improve communication skills in an organisation.

Lazy communication is rife. People are trying to communicate in as few words as possible. It’s as if we’re too busy running around in circles to take time to communicate with one another.

This course is designed to step your organisation through proven methods of communicating clearly. Professional communication does now sway and bend with nuances. Professional communication is a means of communicating clearly with one another without being misunderstood.

Your Communication Skills program will provide participants with valuable tools to:

  • Professionally communicate with stakeholders
  • Understand different personality styles and how to match your communication style
  • Understand the benefits of ‘active listening’ and questioning skills’
  • Handle requests that cannot be met or are outside the scope of your responsibility
  • Turn difficult customers into opportunities for the organisation
  • Communicate more effectively with different generations
  • Communicate more effectively with different cultures
  • Resolve conflict by substituting likely inflammatory words
  • Improve the communication skills across all departments — everyone is a customer
  • Understand the importance of meeting expectations and managing service interactions
  • Explain the importance of developing rapport and influencing others
  • Remove writing errors and fix grammatical mistakes
  • Analyse your current writing style

“Poor communication is perceived as a sign of laziness and a lack of care.”

 

MODULE 1:

LEARNING OUTCOMES

 

 

Communicating as an organisational strength

  • Discover how your ability to communicate impacts on people’s perceptions
  • Understand the impact communication has on customer service at all levels of the organisation – internal and external

Role plays, interactive discussions, group discussions and individual exercises.

 

 

Understanding how people communicate

  • Identify which communication methods exist – visual, verbal and vocal
  • Learn how to be more self aware of communicating with others

Role plays, interactive discussions, group discussions and individual exercises.

 

MODULE 2:

LEARNING OUTCOMES

 

 

Effective listening skills

  • Identify the four levels of listening
  • Understand the difference between hearing and active listening
  • Meeting expectations

Role plays, interactive discussions, group discussions and individual exercises.

 

Positive feedback & rapport

  • How to provide positive feedback during each communication encounter
  • Developing rapport and influencing others

Role plays, interactive discussions, group discussions and individual exercises.

 

MODULE 3:

LEARNING OUTCOMES

 

 

 

Effective communicating with those around you

  • Understanding the importance of having courageous conversations
  • Addressing the 4 communicative outcomes
  • Overcoming the barriers to effective communication
  • Communicating more effectively with different personalities, generations and cultures
  • Utilising the language of encouragement when working with those around you
  • Influencing strategies and the power of positive language

Group and Interactive Discussions, Individual and Group Exercises

 

 

Using positive words and phrases

  • Which words and phrases act like a red-rag to a bull
  • Which words actually soothe aggressive people
  • Reading body language – gestures, feelings and expressions to communicate effectively

Role plays, interactive discussions, group discussions and individual exercises.

 

MODULE 4:

LEARNING OUTCOMES

 

 

E-communication

  • How to interact and reply to all emails
  • Basics of e-communication
  • How to construct a well – written email
  • Social media nuances and distractions

Role plays, interactive discussions, group discussions and individual exercises.

 

 

Writing skills

  • How to write correspondence in clear, unambiguous styles
  • How to write in active rather than passive voice
  • Basic sentence structure

Role plays, interactive discussions, group discussions and individual exercises.

 

NUTS & BOLTS

Would you like to attend this program?

For maximum effectiveness, this program is best conducted as an in-house program.

Venue: For your convenience, you can choose to conduct this program at your offices. Alternatively, we can provide a training venue at a small additional cost.

Email: Deborah at or visit our website today:www.preftrain.com.au

Ideal group size: 6-10 participants

Duration: We can tailor to meet your timeframe.

Cost: Price on request.

 

Communication Skills Course 4.5 out of 5 based on 97 user ratings.