Effective Interpersonal Skills and Business Communication

About

COURSE OBJECTIVES:
•  Improve your business communication skills for better personal and team performance
•  Identify how managers can drive company strategy through their staff using effective communication
•  Turn potential conflict situations into interactions where mutually agreeable outcomes can be achieved

“The newest computer can merely compound, at speed, the oldest problem in the relations between human beings and in the end the communicator will be confronted with the old problem - of what to say and how to say it.”
Edward R. Murrow
 
“Without credible communication, and a lot of it, employee hearts and minds are never captured.”
John P. Kotter

ABOUT THE COURSE
Whether at work, in business or even in life in general, we need to interact in person, get to know people and issues to get around more effectively.

In this age of electronic communication where emailing, teleconferencing and videoconferencing is fast-becoming the only means of communication for most people, face to face encounters have taken a backseat.

As organisations get flatter and teams with their own unique expertise, insights, and perspectives are brought together, building high performance work relationships require not just technical skills and hardwork but also interpersonal skills.

By becoming aware of your own and other people’s interpersonal skills, you’ll be able to develop a better rapport with colleagues and build trust within all your working relationships.

If you’re looking forward to improving your team’s performance, organisational effectiveness and business opportunities Effective Interpersonal Skills and Business Communication is the right course for you. Interactive and practical, this training course is designed to refine your business communication skills for improved personal and team performance.

7 GREAT REASONS TO ATTEND
1. Identify your communication style and strenghts
2. Make staff/teamcommunication easier by refining your skills and processes
3. Leverage assertiveness strategies to redirect staff towards the behaviour you want
4. Use techniques for dealing with workplace anger and moving colleagues from ‘no’ to ‘yes’
5. Identify and understand the differences and effects of inflammatory nature of evaluative language versus objective, descriptive language
6. Receive and deliver feedback with confidence
7. Learn to avoid potential ‘games’ and ‘politics’ and ensure group buy-in

Outline

Day One

Communicating the “Big Picture”
• Understanding key interpersonal elements of the communication process
• How to ensure individual staff have clarity, commitment to and agree with business objectives
• Communicating in a way that inspires staff and gets buy-in
• Ensuring staff see how ‘what they do’ matters to the business

Communication Styles and Employing Your Communication Strengths
• Identifying your preferred/natural style of communication
• Understanding strengths and weaknesses of each communication style
• Exploring the components of verbal and non verbal communication
• Improving your communication outcomes with other style preferences by knowing how to ‘flex’ into their style, so they can relate to you

Using Enhanced Listening Techniques to Streamline Communication
Group role play dealing with ‘dilemma’ to identify communication ‘traps’
•  The 5 key listening skills and ‘5 deadly sins’ of non listening Simulation exercise to emphasise the power of assumptions and how we listen through our own ‘filters’
•  Cultivating effective listening skills:
    - Asking questions to understand
    - Paraphrasing facts and emotions/using the ‘mirror’ technique
    - How body language enhances communication
    - Showing empathy
Role play: Dealing with dilemma to identify communication traps
Pairs exercise: Practice listening to and ‘coaching’ your partner with his/her dilemma
Overnight exercise: Notice how you and others listen and be prepared to give feedback to group tomorrow

Assertiveness, Conflict Resolution and Negotiating For Win-Win Results: Understanding the Behavioural Range
• Aggressive: forcing the issue
• Assertive: confident expression of thoughts and feelings
• Passive: submissive silence
• Assessing individual assertiveness skills

Day Two

Successfully Handling Conflict
• Anticipating difficult situations: what is conflict and where does it come from?
• What are the things that are within our control/can and can’t change?
• Managing the team: dealing with prickly behavioural styles
• Handling anger and frustration
• Getting everyone working together through conflict resolution techniques Role play exercise

Delivering Feedback with Conviction and Confidence
• Connecting with staff: showing you have listened
• Communicating responses: stating your positions
• Using constructive ways to deliver feedback for:
    - Reinforcement
    - Redirection
• Receiving and handling feedback

Combining Communication Tools and Assertive Strategies
• Identifying your ‘buttons’, recognising the ‘amygdale hijack’ and how to develop impulse control through self-awareness
• Recognising when others’ buttons are being pushed, and how to use empathy, even when you feel like you are being ‘attacked’ unfairly
• The language we use: identify the inflammatory nature of evaluative language versus objective, descriptive language
• Role plays: Staying in ‘adult’ mode and avoid ‘buttons’ being pushed!
• Three part conflict resolution/negotiation techniques
Role play exercise

Facilitating Interpersonal Communication In A Team
(These skills will be useful for managing communication in routine meetings and/or syndicate or project groups to avoid potential ‘games’ or ‘politics’, and ensure group buy-in to achieving the best outcomes)
• Managing communication during meetings/project group discussions
• How to avoid potential ‘games’ or ‘politics
• Identifying the difference between the task (structure/process) and group (interpersonal dynamics) focus of a meeting and why both are important
• Techniques for managing the group dynamics:
   - Managing disruptive non verbal behaviours constructively
   - Managing disruptive verbal behaviours constructively through conflict resolution techniques (as practised before)
   - Using the group dynamics to get a disruptive individual’s buy-in. Role plays to practise above three scenarios
   - How to reach agreement/get buy-in and collaboration, when participants opinions differ (what’s the difference between ‘majority’/ ‘consensus’ etc.)
Practical exercise to reinforce the importance of group focus and collaboration to achieve the desired end result.
• Giving feedback to the group:
   - When a positive result has been achieved or passing on good feedback, when received
   - When the result has not been achieved and the group needs to agree on how to move forward

Conclusion
• Identifying individual learnings
• Re-visiting participant expectations

Facilitator

Elaine McMeeking, People Development Specialist

Elaine McMeeking has a reputation as one of New Zealand’s most effective management training professionals.

Before moving to New Zealand, Elaine started her career in training, HR and recruitment roles in South Africa. For the last six years she has worked as a management and training consultant for a number of large organisations, focusing on the areas of personal efficiency, performance management and appraisal, presentation, facilitation, sales and customer service.

Elaine’s enviable academic achievements and international experience as a management training specialist is complimented by her friendly and open style. With an obvious talent for facilitation, her well known professionalism and her knowledge and understanding of the topic, you can count on a practical and results oriented course.

In-house Training

Do you have a number of staff who would benefit from this course? Find out more about running Effective Interpersonal Skills and Business Communication , in-house at your organisation or ask us about our team training discounts:

Contact the Training Team on 09 912 3616 or email training@brightstar.co.nz or fill in the form below.
Visit www.brightstar.co.nz/inhouse to learn more about our in-house training options & training packages.

Do you have a number of staff who would benefit from this course? Find out more about running Effective Interpersonal Skills and Business Communication , in-house at your organisation or ask us about our team training discounts:

Contact the Training Team on 09 912 3616 or email training@brightstar.co.nz or fill in the form below.
Visit www.brightstar.co.nz/inhouse to learn more about our in-house training options & training packages.