Best Practices in Communication and Relational Skills

This training course aims to enable participants to build high achieving teams where people feel valued by:

• Showing they are listening to and respecting others
• Clarifying objectives and expectations and providing support as individuals seek to attain them
• Developing a collaborative team culture where people work together to achieve goals and overcome challenges
• Ensuring everyone contributes to discussions and all points of view are heard before making decisions that are then supported by the team
• Using presentations to win recognition for team achievements and support for goals

CONTENT

Active Listening and Feedback

• Paying attention to words and body language
• Controlling ourselves so we can learn from others
• Asking good questions and listening to answers
• Checking understanding and reframing
• Finding time-out space for one2one feedback
• Keeping feedback timely and motivating

Building Relationships, Respect for others and Collaboration

• Building truthfulness, responsiveness, consistency, loyalty and capabilities
• Encouraging openness and willingness to share ideas and information
• Developing a collaborative culture within our team
• Rewarding accountability and collaboration
• Developing a collaborative mindset
• Creating a cohesive team with mutual respect

Organisation’s Vision, Priorities, Motivating & Persuading

• Creating a sense of urgency and purpose that motivates people
• Creating ownership so the vision is shared and empowering
• Clarifying deadlines and expected performance standards
• Checking understanding and gaining agreement
• Keeping people committed to the team
• Giving opportunities to succeed

Discussion & Debate; Win-Win Negotiations and Effective Meetings

• Paying attention to diverse personalities and undercurrents
• Ensuring everyone contributes
• Focussing on positive outcomes for all parties
• Aiming for commitment, not just agreement
• Key responsibilities of the meeting chair
• Maintaining interest and participation during meetings

Presentations Skills

• Structuring presentations so key points are understood and remembered
• How to include a call to action that leads to change
• A positive image: body language, dress code and voice
• Building rapport with the audience
• Avoiding pitfalls: stage fright, hostile questions, yawning and other problems
• Developing a personal action plan

FOR WHOM:

Customer Service Staff, Reception Staff, Administrators, Team Leaders, Managers and all staff who desire to improve their communications skills for better result.

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.