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 Duration 21 hours

Course Outline

Foundational Tools

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

The Communication Process

  • Understanding the stages of communication
  • Preparing the message
  • Aligning the message with the audience
  • Delivering the message effectively
  • Identifying barriers to communication
  • Communication Exercise: Case Studies

Communication Skills

  • Exercising choice and control
  • Applying Emotional Intelligence
  • Utilizing the four key components
  • Building trust
  • Establishing rapport
  • Adopting an outcome-oriented mindset
  • Listening for true understanding
  • Expressing views without provoking reactions
  • Asking questions to gain specifics
  • Effective summarizing

Influencing

  • Broadening the skill set
  • Using an influencing framework
  • Following practical guidelines
  • Understanding personal needs and motivations
  • Developing an influencing strategy
  • Influencing Exercise: Planning and Practice

Challenging Situations: Understanding and Managing Conflict

  • Communicating in a non-defensive manner
  • Communication Exercise: Real-world scenarios
  • Facilitating team communication
  • Handling difficult behaviors
  • Team Exercise: Navigating difficult situations

Summary and Action Plans

  • Reviewing lessons learned and creating plans for continuous development

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