Empowerology

Communication Skills for Management

Description

It is well known that most complaints and litigation come from poor communication process. Equally, mistakes stem from a lack of communication strategy and poor communication style contributes to most interpersonal conflict in the workplace. This fast-paced course is highly effective on improving communication skills essential to management handling clients, and dealing with situations where improved communication clarity is likely to lead to improve results and outcomes. A very powerful course.

Content

Understanding the communication process in the context of management
Where litigation & complaints come from
Attributes of successful interpersonal communication
Setting yourself communication goals
Different communication styles and their impact on understanding, clarity, respect & harmony
Effective peer & interpersonal communications
Active listening skills
Listening to clients & making them feel their views are important
Hearing beyond the words - identifying fear, feelings & emotions, not just facts
Reflective feedback techniques to improve your understanding whilst acknowledging the communication
Managing your emotions in stressful situations
Having a communication plan in all scenarios
Identifying & communication the key message or information with absolute clarity
Delivering bad news competently - achieving understanding and acceptance
Managing expectations in clients & colleagues
Dealing with unrealistic requests without causing incidents
Saying sorry when you have made mistakes
Body language & voice tone and their impact on the feelings you generate
Presentation skills
Avoiding common communication pitfalls

Benefits and objectives

Develop effective communication skills & strategies leading to greater achievement
Reduce errors by improving clarity
Learn to listen effectively and then identify key information
Manage your own emotions in a variety of communication scenarios
Deliver bad news professionally & competently
Reduce the likelihood of client complaints

Course type and teaching methods

With a huge volume to get through this is a fast-paced mixture of lectures, case studies & discussion, with some opportunity to practise too. Never a dull moment en route to transforming your ability to communicate successfully.

Taking This Forward

If you would like more information or wish to discuss bringing us into your organisation, please contact Dean Kellogg on 01332 821266 or email

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