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Course Outline

Foundation Tools

  • Define clear communication goals
  • Establish mutual understanding of roles
  • Identify the most effective requirements and processes for achieving communication outcomes
  • Recognize and leverage common ground to facilitate successful interactions
  • Team Exercise

The Communication Process

  • Understanding the stages of communication
  • Preparing your message
  • Aligning your message with the audience
  • Delivering your message effectively
  • Identifying barriers to communication
  • Communication Exercise: Case Studies

Communication Skills

  • Exercise choice and control
  • Apply emotional intelligence
  • Master the four key components
  • Build trust
  • Establish rapport
  • Focus on outcome thinking
  • Listen to understand
  • Express ideas without provocation
  • Ask questions for clarity and specifics
  • Summarize effectively

Influencing

  • Expand your skill set
  • Apply an influencing framework
  • Follow established guidelines
  • Consider personal needs and motivations
  • Develop an influencing strategy
  • Influencing Exercise: Planning and Practice

Challenging Situations: Understanding and Managing Conflict

  • Communicate non-defensively
  • Communication Exercise: Real-World Scenarios
  • Facilitate team communications
  • Address challenging behaviors
  • Team Exercise: Difficult Situations

Summary and Action Plans

  • Reflect on lessons learned and create plans for ongoing development
 21 Hours

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