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Course Outline

Foundation Tools

  • Defining clear communication objectives
  • Ensuring a shared understanding of roles
  • Identifying the requirements and processes best suited to achieve desired communication outcomes
  • Recognizing and leveraging common ground for successful interactions
  • Team Exercise

The Communication Process

  • Understanding the stages of communication
  • Preparing your message
  • Adapting the message to the context
  • Delivering the message effectively
  • Identifying barriers to communication
  • Communication Exercise: Case Studies

Communication Skills

  • Choice and Control
  • Emotional Intelligence
  • Four Key Components
  • Building Trust
  • Establishing Rapport
  • Outcome Thinking
  • Active Listening for Understanding
  • Expressing ideas without provoking
  • Asking Questions for Specifics
  • Summarizing Key Points

Influencing

  • Expanding Your Skill Set
  • The Influencing Framework
  • Best Practice Guidelines
  • Understanding Personal Needs and Motivations
  • Developing an Influencing Strategy
  • Influencing Exercise: Planning and Practice

Challenging Situations: Understanding and Managing Conflict

  • Communicating Without Becoming Defensive
  • Communication Exercise: Real-World Scenarios
  • Facilitating Team Communications
  • Addressing Difficult Behaviors
  • Team Exercise: Navigating Difficult Situations

Summary and Action Plans

  • Reflecting on lessons learned and creating plans for ongoing development
 21 Hours

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