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Course Outline

Foundation Tools

  • Define clear communication objectives
  • Establish a mutual understanding of roles
  • Clarify the requirements and processes that best support communication outcomes
  • Identify and leverage common ground for successful interactions
  • Team Exercise

The Communication Process

  • Stages of Communication
  • Message preparation
  • Message alignment
  • Message delivery
  • Barriers to communication
  • Communication Exercise: Case Studies

Communication Skills

  • Choice and Control
  • Emotional Intelligence
  • Four Key Components
  • Building Trust
  • Developing Rapport
  • Outcome-oriented Thinking
  • Active Listening for Understanding
  • Expressing Ideas without Provoking Reactions
  • Asking Specific Questions
  • Summarizing

Influencing

  • Broadening the Skill Set
  • The Influencing Framework
  • Guidelines for Influence
  • Understanding Personal Needs and Motivations
  • Influencing Strategies
  • Influencing Exercise: Planning and Practice

Challenging Situations: Understanding and Managing Conflict

  • Communicating Without Defensiveness
  • Communication Exercise: Real-World Scenarios
  • Facilitating Team Communications
  • Managing Difficult Behaviors
  • Team Exercise: Handling Difficult Situations

Summary and Action Plans

  • Key lessons learned and plans for ongoing development
 21 Hours

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