OTSECS001 EFFECTIVE COMMUNICATION SKILLS - Communication

OVERVIEW

Communication allows us to   influence our environment. The type of information that is given or received   will depend on where we are and who we are with. During each day we communicate with many   different people and different situations.

The ability to communicate   clearly in a professional manner is a key competency, Employees need the   ability to capture the audience’s attention, listen effectively and actively   engage and support teams and teamwork. Effective communication helps us to focus on resolving conflicts, and   actively ask for and incorporate feedback where appropriate. Communication helps us to express our   thoughts and needs, and it allows us to work effectively and interact with   other people.

Understanding our own ability   and behavior when we communicate helps us to be more aware that the people we   live with, work with and come into contact with each day are also sending   communication to us. This understanding will also help each of us to   communicate more clearly what we want to say.

OBJECTIVES

By the end   of this course successful participants will be able to:

· Communicate verbally   with clarity, confidence and sensitivity

· Listen actively

· Use appropriate   questioning techniques

· Communicate effectively   in meetings and over the phone

· Write clear, concise and   professional business messages

· Interpret and manage   body language and emotions

· Adapt their   communication style for different people and situations

· Use communication tools   to influence and persuade

TRAINING TECHNIQUES

A variety   of training techniques will be used including:

· Experiential   learning

· Case   studies

· Group   learning and discussion

· Individual   challenges

· Collaborative   and competitive tasks

· Training   videos

· Role   plays and simulations

COURSE CONTENT

What is effective communication?

· The   communication process

· Roles   of the sender and receiver

· Barriers   to communication

· Overcoming   the barriers

· The   role of perceptions

· Ladders   of inference

Communication styles

· Communication   styles and preferences

o Visual

o Auditory

o Kinaesthetic

· Recognising   styles

· Adapting   your style for effective communication

Verbal communication

· Active   questioning skills

· Active   listening skills

· Tone   and word choice

· Getting   your point of view across – in conversation or to a group

· Checking   understanding

· Building   rapport – sounding friendly and confident

· Speaking   clearly – speed, articulation, sentence structure, reinforcing the main   points

· Telephone   etiquette

· Giving   and receiving feedback

Different behaviors

· Aggressive

· Passive

· Assertive

· Becoming   more assertive

· Building   confidence

· Johari’s   window