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Course Outline

Foundation Tools

  • Defining clear communication objectives
  • Establishing a shared understanding of roles
  • Clarifying the most effective requirements and processes to achieve communication outcomes
  • Identifying and leveraging common ground for successful interactions
  • Team Exercise

The Communication Process

  • Understanding the stages of communication
  • Preparing the message
  • Tailoring the message to the audience
  • Delivering the message effectively
  • Recognizing barriers to communication
  • Communication Exercise - Case Studies

Communication Skills

  • Exercise in choice and control
  • Applying Emotional Intelligence
  • The Four Key Components
  • Building Trust
  • Establishing Rapport
  • Outcome-Oriented Thinking
  • Active Listening for understanding
  • Expressing ideas without provoking
  • Asking questions for specifics
  • Summarizing key points

Influencing

  • Expanding your skill set
  • Applying an Influencing Framework
  • Following effective guidelines
  • Understanding Personal Needs and Motivations
  • Developing an Influencing Strategy
  • Influencing Exercise - Planning and Practice

Challenging Situations: Understanding and Managing Conflict

  • Communicating non-defensively
  • Communicating Exercise - Real Plays
  • Facilitating Team Communications
  • Addressing challenging behaviors
  • Team Exercise - Navigating Difficult Situations

Summary and Action Plans

  • Reflecting on lessons learned and formulating plans for ongoing development
 21 Hours

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