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 Duration 21 hours

Course Outline

Foundation Tools

  • Define clear communication objectives
  • Establish a mutual understanding of roles
  • Identify the most effective requirements and processes for achieving communication goals
  • Recognize and leverage common ground for successful interactions
  • Team Exercise

The Communication Process

  • Understand the stages of communication
  • Prepare your message
  • Align your message with the audience
  • Deliver the message effectively
  • Identify barriers to communication
  • Communication Exercise: Case Studies

Communication Skills

  • Exercising Choice and Control
  • Emotional Intelligence
  • Four Key Components
  • Building Trust
  • Establishing Rapport
  • Outcome-Focused Thinking
  • Active Listening for Understanding
  • Expressing Ideas Without Provoking
  • Asking Questions for Specifics
  • Effective Summarizing

Influencing

  • Broadening Your Skill Set
  • Applying an Influencing Framework
  • Key Guidelines
  • Understanding Personal Needs and Motivations
  • Developing an Influencing Strategy
  • Influencing Exercise: Planning and Practice

Challenging Situations: Understanding and Managing Conflict

  • Communicating in a Non-Defensive Manner
  • Communication Exercise: Real-World Scenarios
  • Facilitating Team Communication
  • Managing Difficult Behaviors
  • Team Exercise: Navigating Difficult Situations

Summary and Action Plans

  • Reviewing lessons learned and planning for ongoing development

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