Effective Communication for Better Workplace EfficiencyCommunication - Spoken

Introduction

In a survey conducted by the University of Pittsburgh's Katz Business School, communication skills are cited as an important decisive factor in choosing managers and it is one of the main factors contributing to job success.

This workshop shows you how you could improve interactions with others, build stronger relationships with your team and become more productive at work.

Key Takeaways

Upon completion of this workshop, participants will be able to;

• Overcome barriers to effective communication
• Be more self-aware and communicate better
• Understand that listening is the key to effective communication
• Understand communication strategies
• Give and receive feedback
• Apply the skills in a working environment

Who Should Attend

Front line Service Staff, Support Staff, Secretaries, Personal Assistants and anyone who would like to improve their communication skills in the office.

Programme Outline

Module 1: The Importance of Good Communication Skills

• The Communication Quiz – Am I communicating effectively?
• Video: Results Driven Communication

Module 2: Understanding the Various Components of Communication and How It Helps Me in My Interactions with Others (Part 1)
Module 3: Sending Effective Messages Through:

• Verbal Language: Communicating through better choices of words
• Body Language in Communication:  The Positive and Negative Body Language We Communicate
• Our tone of Voice and its Impact on Others

Module 4: Discovering My Communication Style (Part 1)

• What Style am I?
• My Communication Style and how it affects others

Module 5: Discovering My Communication Style (Part 2)

• Adapting My Communication Style to others
• Using My Communication Style to add value to the team

Module 6: Understanding the Various Components of Communication and How It Helps Me in My Interactions with Others (Part 2) - Receiving Effective Messages

Module 7: Active Listening Skills

• Understanding the intent of the message
• Listening Strategies

Module 8: Paraphrasing Skills

• Is that what you said?

Module 9: Feedback Skills

• Giving positive feedback – The REDR technique
• Giving negative feedback – The AID Model
• Receiving feedback

Module 10: Questioning Skills

• Asking the right questions to get to the heart of the matter

Methodologies

This interactive workshop will be conducted with a good blend of short lectures, group discussions, self-discovery questionnaires, videos, interactive activities and practices.

Programme Trainer

Grace Lee is a highly dynamic and enthusiastic trainer/facilitator and consultant. She has been in the training and development profession for over 30 years with more than 20 years’ experience in consulting, designing, developing and delivering training workshops.

She has delivered training workshops to over 7,500 participants and has received excellent ratings.
She has a passion for the training and development of people and is a firm believer in the enhancement of human capital and life-long learning. Her unique and effective style of communication and her flair in bringing complicated concepts across effectively have greatly helped executives & employees in this region in their work performance. Her last position was that of Training Manager of the Call Centre for the largest local bank. She was responsible for building the training and development plans for over 300 staff in the Centre.

Over the years, she has held responsibilities in areas of learning and development including managing the training function, consulting with organisations, designing, consulting, developing and facilitating training workshops in the areas of customer service, telephone communication, team building, personal effectiveness, business manners & social etiquette, western dining etiquette, train-the-trainers, DISC Personality Profiling, Multiple Intelligences Profiling. Her professional alignments are with the Institute of Technical Education where she trains the Train-the-Trainers Programme.