Understanding Communication Workshop

Course Overview (1 Day)

Quick Course List

SBI specialises in customised training and development for organisations and their internal company requirements (with a minimum group size of 8 students).

We do not offer public, open courses.

Description

The Understanding Communication workshop is aimed at delegates who wish to improve their business communication skills. The course duration is 1 day.

Target audience

Typical delegates include Business Analysts, Project Managers, Managers from various disciplines, Administrative Staff, Personnel and Management Consultants.

Course objectives

After completing the course, you will:
  • Have a better understanding of the principles of communication
  • Have gained insight into individual and group behaviours and how to channel different types of behaviour effectively

Benefits resulting from the course

  • Delegates will develop the skill and confidence to communicate effectively in business and in general

Course delivery

The learning experience comprises a mixture of instructor-led theory, with a high degree of practical exercises and discussion sessions so that delegates can apply the lessons and techniques learned. Throughout the course, delegates are encouraged to share their own personal experiences and concerns.

Theoretical material covers the principles of communication, as well as tools and techniques for using these in the business environment.

Practical exercises will ensure that the knowledge gained is both transferred and instilled.

Course assessment

To complete the course, delegates are required to
  • Attend the full course
  • Actively participate in the exercises and discussion
  • Be assessed by the course facilitator and course delegates during the course exercises

Course Contents

Introduction

Course introductions

Course overview and structure

Course framework

Communication theory

Basis of communication Types of communication The Communication Process
  • A two way process
  • Equal responsibility
Types of communicaiton
  • Verbal
  • Written
  • Reading
  • Listening
  • Aspects of communication
Listening Exercise: Non-visual communication
Body language
  • Part of listening skills
  • Value, role and applications in communication
  • Benefits of understanding non-verbal signals
  • Physical appearance
  • Posture
  • Gestures
  • Facial Expressions
  • Eye contact
  • Voice tones

Emotions and body language

What causes our body language?
Examples

Emphasis in Communication

Emphasis in the communication I.e. in voice, body language and words

Channels of communication

Percentage split between voice, words body langauge in communication

Interpreting non-verbal signals

Clusters of gestures

Behaviour

What is behaviour?
  • How people handle themselves
What causes it
  • Why do we have behaviour
  • Where does it come from?
Importance of understanding behaviour in business situations

Culture

What is culture
  • Definition of culture
  • Beliefs
  • Values
  • Customs
  • Diverse cultures
  • Impact it can have on doing business
Dealing with cultures
  • Making allowances
  • Skills for multicultural communication

 

 

 

 

Self analysis - Disc profile

What is DISC profile?
  • Tool to understand your behavioural profile
  • Working effectively with your strenghts and weaknesses
  • Understanding yourself before others
Qualities
  • Dominance
  • Influence
  • Steadfastness
  • Conscientiousness
Does the role require task or people skills, or both?
Is the role active or reserved?
Which behavioural style leads?

Interviewing and Listening Skills

Listening
  • • What is listening?
  • • Importance of developing listening skills
Barriers to effective listening
  • • Ideal Vs usual listening
  • • Identify communication barriers
  • • "What do you mean?"

Active listening

What is active listening?
  • • Step into their world
  • • Good listening habits
Golden rule
  • • Suspend your own thinking and judgement
Avoiding being emotionally distracted by message/speaker
Paraphrasing

Mind mapping

Why mind map
  • • Left brain Vs right brain thinking
How to create a mind map
  • • Basic guidelines
Acive listening and recording

Suspending judgement

Understanding emotional interference when listening
How to suspend judgement

Handling Emotions

Why do we need to understand emotions?
Role in effective communication
Active listening to non-verbal signals

Levels of communication

Head and heart
Achieving buy-in
Getting to the core of issues

Working with feelings

Vocabulary of feelings
Building rapport with people
Strength of feeling

Reflecting technique

Handling people with heightened emotions
Making people feel understood
Creating empathy and understanding
Developing reflecting skills

"Reading" people

Methodology
Think where people fit in
Understanding people so that you can relate to them