IT (information technology) and other professionals at all levels.
Maximum number of participants: 12
Course duration
2 Days
Classroom Requirements
Room set up as horseshoe and large enough for team activities, or with break-out rooms for team activities.
Format
- Presentation
- Written Exercises
- Interactive Activities
Objectives
After this course a student should be able to
- Identify barriers to communication
- Identify verbal and non-verbal communication techniques
- Employ active listening techniques
- Recognize effective telephone techniques
- Employ influencing techniques
- Use appropriate terminology for different audiences
Course outline
- Introduction
- Communication Overview
- Identifying Barriers to Communication
- Defining Communication
- Results of Miscommunication
- Interpersonal Communication
- Body Language
- Using Body Language to Communicate
- The Pitfalls
- Active Listening
- Verbal Communication
- Choosing and Matching Language
- Appropriate Language
- Telephone Skills
- Effective Telephone Techniques
- Voice Matching
- Telephone Tips
- Voice Mail Guidelines
- Influencing Skills
- Influencing Factors
- Preparing to Influence
- Influencing Others
- Influence or Manipulation
- Workshop Review
- Review
- Post-Workshop Assessment
