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 Duration 21 hours

Course Outline

Foundational Tools

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

The Communication Process

  • Stages of communication
  • Preparing the message
  • Aligning the message with the context
  • Delivering the message
  • Identifying communication barriers
  • Communication Exercise-Case Studies

Communication Skills

  • Exercising choice and control
  • Emotional Intelligence
  • Four key components
  • Building trust
  • Establishing rapport
  • Outcome-oriented thinking
  • Listening for understanding
  • Expressing views without provocation
  • Asking questions to elicit specifics
  • Summarizing effectively

Influencing

  • Expanding your skill set
  • The influencing framework
  • Key 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 Plays
  • Facilitating team communication
  • Managing challenging behaviors
  • Team Exercise-Difficult Situations

Summary and Action Plans

  • Key takeaways and plans for continuous development

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