| EFFECTIVE
COMMUNICATION SKILLS |
| a one-day workshop |
|
This
workshop helps the supervisor/manager/employee understand the
essential elements of communication and analyzes the effectiveness of
his/her current style. Practical suggestions for making
communication work on a daily basis are explored in case studies.
Barriers to communication are discussed and strategies to deal with
difficult people practiced.
|
WORKSHOP
CONTENT
Unit
1:
COMMUNICATION BARRIERS
 |
Word
meaning |
|
One-way
communication |
|
Listening
speed |
|
Anger
and trigger words |
|
Projecting
your experience |
|
Tone
of voice |
Unit
2:
LISTENING TOOLS
|
Paraphrase
for understanding |
|
Acknowledge
before solving the problem |
Unit
3:
FEEDBACK TOOLS
|
Describe
rather than judge |
|
Stick
to the here and now |
|
Be
specific |
|
Direct
feedback toward behavior the other can do something about |
|
Be
timely |
Unit
4:
QUESTIONING TOOLS
|
Ask
appropriate closed questions |
|
Ask
appropriate open questions |
|
Ask
appropriate follow-up questions |
METHODS
Lecture, demonstration, exercises, discussion, visuals, handout
materials.
EXPECTED
OUTCOMES
By
the end of this workshop, the participant will be able to:
| 1. |
Avoid misunderstandings by identifying barriers to effective
communication with customers, co-workers and others.
|
| 2. |
Improve productivity by practicing strategies to overcome communication
barriers.
|
| 3. |
Understand the customer better by practicing the use of listening tools.
|
| 4. |
Improve communication with the customer and others by using feedback
tools.
|
Click
here to return to in-house workshops: Communication Skills
