Course Description:

This five-day course concentrates on the “soft side” of your job, your communication and interpersonal skills, in order to improve every aspect of your working relationships.

Course Goal:

To enhance the participants’ knowledge, Abilities and Skills necessary for handling any communication situation with greater flexibility, confidence, and impact

Course Objectives:

• By the end of the workshop the participant will be able to:
• Recognize the communication importance
• Understand the Managerial Communication Matrix
• Understand the communication process model
• Understand the characteristics of effective communicators 
• Identify barriers to effective communication
• Recognize and assess his own communication style
• Understand of how his behavior impacts others and the way others respond to him
• Choose words that are appropriate for a particular situation 
• Use verbal and nonverbal techniques
• Learn techniques for giving and receiving constructive feedback
• Sharpen his listening skills
• Improve his telephone communication skills
• Solve problems
• Deal with conflict and build group commitment
• Work with difficult people
• Encourage new ideas

Course Outline:

Communication and Interpersonal Skills:

• Importance
• Elements
• Methods
• Obstacles
• How to Recognize your Communication Ability
• The Managerial Communication Matrix
• Assertiveness Theory and Interpersonal Skills
  • Listening Skills
  • Speaking Skills
  • Questioning Skills and Techniques
  • New Workplace and Communication
  • Understanding Perceptions and Expressing Emotions
  • Dealing with Difficult People
• Identify the types of difficult people
• Understand why difficult people are difficult
• Deal with difficult people
• Use your communication skills to:
  • Control your behaviour
  • Select appropriate ways of behaving
  • Influence others behaviour
• Give and receive feedback effectively
• Improve performance and manage others
• Carry out disciplinary procedures and interviews

1. Action plan of how to deal effectively with difficult people and get results
2. Verbal and Non-Verbal Skills as a Tool to Create Shared Meaning
3. Motivation to Sustain Cooperative and Productive Work Relationships
4. Emotional Control

Who Can Benefit?

Those who want to improve their communication skills, analysts, customer service and support personnel, and managers.