Communication and Influence Skills Training
Successful communication and influencing skills help to improve organisational and personal performance by building trust, better relationships and providing clarity and direction. On the flip side poor communication can have significant negative and demotivational effects.
Communication and influencing skills are complementary disciplines that can be used to good effect in a variety of functions including the delivery of organisational vision and strategy, team motivation, project management, negotiation and sales, personnel interviewing and selection and so on.
This course aims to provide participants with a clear understanding of:
- The different type of communication styles and the process of communication
- How to present oneself for successful communication
- Understanding how to read and manage behavioural cues
- The theories of influence and persuasion
The course will enable participants to develop their communication and influencing skills through a combination of trainer led instruction, facilitated discussion and practical exercises.
Understanding the process of communication
An introduction to the seven C’s of communication; For effective communication the message has to be clear, correct, complete, concrete, concise, considerate, and courteous.
The ability to understand, manage and use one’s own emotions effectively to communicate. This will introduce Daniel Goleman’s five elements of emotional intelligence.
Different types of communication style
Providing an introduction to non-verbal and verbal communication and the four basic communication styles; passive, aggressive, passive -aggressive and assertive.
Adjusting communication style
Looking at the principle of adjusting communication style according to circumstances and the audience
Non-verbal communications and behavioural cues
Providing a more detailed look at the behavioural indicators or cues that people display under elevated stress and the impact of these on communication. This will cover the human communication channels of facial, the autonomic nervous system, body channels, voice, interactional style and content.
The use of voice and tone to aid effective communication
Looking at how tone of voice can affect the quality of communication both written and verbal, and the potential negative impact of getting tone or the perception of wrong .
Understanding the audience (individual or group)
To effectively communicate is to understand the audience, the context and the environment. This session will cover audience centered communication.
The importance of effectively absorbing information and demonstrating listening and interest, and the negative impact of not doing so.
Types of cognitive bias
Understanding personal bias and how biases affect us is an important factor in achieving successful communication. This session explores cognitive bias including; anchoring, confirmation, choice supporting, survivorship, information, ostrich effect, selective perception and blind-spot bias.
The influencing factors
Introducing the six principles of influence as described by Robert Cialdini: reciprocity, liking and being likeable, empathy, authority, scarcity, commitment and consistency.
How effective communication can be used to motivate and inspire individuals or teams. The session will introduce the importance of articulating vision or purpose, providing effective and constructive feedback and rewards.
Rapport building and approach
Rapport building is a major part of effective communication and commences from the first encounter, which could be initial contact on the phone or the first physical meeting and will continue throughout encounter and into future relationships. This session will cover the importance of rapport building from personal contact, type of attire, physical location, and cultural or gender related factors.
This session will introduce successful models to manage conflict including; avoiding, defeating, compromising, accommodating and collaborating. It will also look at the symptoms of conflict; drop in motivation, changes in behaviour, loss of productivity and employee absence.