Courses

Communication skills

General duration

1 day

Target group

Communication skills are required to build and maintain effective working relationships. This course provides participants with a range of tools and techniques to become a more effective communicator. Through the use of activities, group discussions and skills practice, the course will enable participants to demonstrate enhanced communication skills. The course content will focus on all forms of communication, including telephone communication, face-to-face communication, written communication, communicating with different styles of behaviour, and defining professional communication. In communicating with different behaviours, a behavioural profiling instrument DiSC is used, which is a very beneficial tool for the team to be able to understand their own behaviour, further understand the behaviour of their customers and to be able to develop flexibility in the way they communicate with others.

Learning objectives

At the completion of this course participants should be able to: demonstrate a range of communication techniques to build customer relationships list barriers to effective communication and how to overcome them identify their own behavioural style and recognise and adapt to the behavioural styles of others in the workplace initiate action plans for continued self-development to ensure transfer of learning to the job.

Course content

This program will cover:

• the communication process
• barriers to effective communication
• verbal and non-verbal communication
• telephone communication
• defining professional communication
• active listening and questioning skills
• using positive language
• communicating with different styles of behaviour - DiSC
• communicating effectively with technology – email.