A manager/team leader/supervisor cannot succeed without effective communication skills. Technical knowledge and industry knowledge cannot be used effectively in a management position without effective communication skills. Managers/team leaders/supervisors must communicate with staff, colleagues and customers. Customer problems occur when there is poor communication. Staff problems are often caused by poor communication. Management tasks such as counselling, appraisal, delegation, presentations and meetings are all dramatically affected by the calibre of communication skills.
Colleagues may ignore managers when they have communication problems. Conversely, good communication skills aid the success of the manager.
In this practical and thought-provoking course, participants will learn the skills, techniques and concepts that are essential to success.
Who Should Attend
All Managers, Supervisors and Team Leaders. Even experienced participants will find this valuable as a refresher and for additional skills.
After attending the course, participants will have the ability to:
- improve their effectiveness across a wide range of activities through better communication
- design and use questions to obtain information, ownership and steer conversations
- avoid communication problems and use ‘active’ listening to steer meetings and ensure clear communication
- recognise and use different Non-Verbal Communication elements and patterns.
How Will Communication Skills Help?
The constituents of communication
The application of communication skills
Different questions for different purposes
Designing key questions
The use of questions to ensure ownership
Barriers to effective listening
Differences between ‘passive’ and ‘active’ listening skills
‘Active’ listening skills
Using listening to obtain unintentional information
Controlling a conversation by using ‘active’ listening skills
Non-Verbal Communication (NVC)
Role of NVC
Patterns of NVC (deceit, openness, agreement)
Controlling your own NVC
Personal Development Plan
Developing an individual action plan for implementation back in the workplace.