To be effective in any role, in any organisation, we have to be able to work with a wide range of people, personalities and job roles, both internally and externally. Most things we have to do require the co-operation of others…and to get co-operation we need to be able to communicate well with a wide range of different people.
The way we communicate with others on a one-to-one basis, and in difficult or sensitive situations, underpins the long-term relationships that we have with them.
Effective relationships can only occur if there is understanding, and clear understanding comes from effective communication.
This Power Hour Expert Bite-size session is all about helping people to communicate effectively with colleagues by adapting their style and removing unseen barriers that can get in the way of good communication.
In particular, by completing this Power Hour Expert session, delegates will be able to:
- Describe and build rapport
- Explain why we have different perceptions and how understanding this is useful in communication
- Recognise and adapt to different communication styles
- Use clean language to minimise misunderstandings
- Use questions to clarify ambiguous communication
Advanced Communication Skills - PDF Version
The 'core' session lasts for an hour, but the module contains enough material for a half-day session. The outline is as follows:
- Introduction and objectives
- Rapport – Trainer input and group discussion about what rapport is and how it can be achieved
- Building Rapport – OPTIONAL exercise where delegates practice getting into and out of rapport and discuss the effect it has on communication
- Techniques for Building Rapport - OPTIONAL section to examine specific techniques for building rapport such as matching and mirroring, pacing and leading.
- Perception and Reality – Group exercise and discussion around why we see things differently, even when presented with the same information, and what this means for communication and understanding.
- Filters – OPTIONAL section looking at internal filters and how the subsconscious acts of deleting, distorting and generalising change our perception.
- OPTIONAL Group exercise to explore how these filters (and assumptions) can quickly alter perception, understanding and relationships.
- Different Styles – Trainer input and individual/pairs activity to discuss different preferences and how this affects communication and understanding
- Communication Channels – OPTIONAL section to explore visual, auditory and kineasthetic communication styles via input, discussion and activity.
- Communicating with Clarity – Trainer input and short exercise the examine the impact of positive, negative and neutral language.
- Mini Case Study – OPTIONAL exercise to explore the role of language in more detail
- Seeking Clarification - trainer input and discussion about how to seek clarity from other people whilst maintaining good working relationships
- Make it work at work – What people will do now to put the learning into practice