Communication Skills Training Course - One Day

Definition: What is Communication skills training?

Communication skills training is about learning how to express your ideas in a clear, convincing, and inspiring manner. It is also about improving your ability to more fully understand others, and to quickly resolve any conflicts that may be exist between you. Communication skills training is about understanding others and making yourself clearly understood.

Purpose of Communication Skills Training

All good communicators are clear, convincing and inspiring.
We need to know how to communicate in order to get the best performance from ourselves and inspire others.
If you are a clear, convincing and positive communicator, everyone will understand what you are saying, why you are saying it and they will get a good feeling about it.

How to develop your communication skills

On this communication skills training course, we will cover the following topics:

1. Clearly communicate your goals

You are defined by your goals. Your goals need to be expressed in clear and unambiguous terms, particularly with regard to business communications.

2. Use numbers to gain greater clarity

Using numbers is the easiest way to improve the clarity of your language and help develop good communication skills. Numbers introduce exact times, exact quantities and more specific information. They improve the quantitative nature of your language and make it less likely to be misunderstood.

3. Use 8-part SMART

Eight-part SMART is a set of eight questions which you need to answer, in order to ensure your goals and plans are well communicated and fully understood.

4. Practice good humour

Some people use humour in destructive and sarcastic ways. We should use humour only in constructive and friendly ways. We need to distinguish between the incorrect and the correct use of humour. The correct use of humour will help develop your interpersonal skills.

5. How to clearly express your message

Some people have difficulty expressing their message. They cannot translate their mental images into words.

We will show you the best way to do this and practice with some real-life examples.

6. Improve your listening skills

Listening is the art of gaining an exact understanding of the message.
Understanding other people is a major communication skill.
We will show you how to improve your listening skills.

7. How to distinguish between a critic and a cynic

Make the distinction between being a miserable cynic and a constructive critic.
Sometimes criticism is a good thing, but it all depends on how it is worded.
We will show you how to give only constructive criticism.

8. Communicate using affirmative instructions

Negative statements often act as an unintended “embedded command”, putting into mind the very idea that you wanted the other person to put out of mind.
Since action follows thought, a person may be more likely to do the thing you are asking them not to do. “Don’t panic”, implies panic.
Therefore, it is important to frame your messages in the affirmative.
We will give you opportunities to practice this important communication skill.

Managing the difficult conversation and conflict

Some people are difficult to manage and therefore conflict situations are inevitable. Whenever there is tension or conflict, ensure your communication is clear, assertive and controlled.

1. Communication requires you get the timing right

When you need to have a difficult conversation, it is important to get the timing right. You could say all the right things, but at the wrong time and place.
We will help you get the timing right to improve your handling of difficult conversations.

2. Communication requires you get the emotions right

Conflicts have a tendency to trigger negative emotions in the mind; such as anger and upset. But too much anger and upset can a bad make the situation worse. Therefore, you need to minimise the risk of triggering negative emotional responses.

We will show you exactly how to do this and improve your interpersonal skills.

3. Communicate using factual, objective language

We will show you how to describe your message in objective terms.

Objective language is your key to success and essential for effective communication.

When in conflict, avoid the use of highly-charged emotional or derogatory language, and use only objective language.

We will practice developing this important communication skill.

4. Communicate with the right level of assertiveness.

Be assertive but not aggressive, nor passive. Assertiveness is important. If you come-on too strong, they will fight you; if you don’t come-on strong enough, they will ignore you.

We will help you achieve the right level of assertiveness, clarity and confidence.

5. In conflict, your objective is to take the heat out of the situation

You need to choose your words carefully. Sometimes it takes only one wrong word to cause the other person to explode.

We will show you how to choose the right words to express yourself.

6. Negotiate a way forward

Instead of arguing about the past, switch the conversation onto the future.

This is a very important point: If you are going to argue at all, argue over the future, since the future is capable of being changed.

7. Prepare your message in advance

Whenever possible, prepare your message in advance. You need to know what you must refrain from saying and what you will say.

Good communication, includes mastering the art of “self-editing”.

8. Propose a definite solution to the problem or difficult situation

You need to propose a solution that is practical under the circumstances, and therefore more likely to obtain an agreement.

9. Distinguish reasons from excuses

If the person says NO to your proposal, then you need to know how to distinguish "reasons" from "excuses" for not doing something. You should give concessions to reasons, but not give concessions for excuses.

10. Know when to compromise and when to stand firm

Compromise is sometimes the right thing to do, and sometimes it is the worst thing you could do.

We will discuss when to compromise and when to stand firm.

11. Good body language and the use of proper voice tones

You need to master your own posture, gestures, eye contact and facial expressions.

In addition, you must master the pitch, pace and the volume of your voice.

12. The proper use of praise and appreciation

The absence of appreciation can be the cause of conflict.

We will discuss the need for effective praise and appreciation.
Positive reinforcement.