Collaborative Communications

Course Number:  046-GO
Recommended Duration:  ½ Day or 1 Day

Intended Audience:  All Employees

Course Overview
This course will help participants select the most appropriate form of communication based on message, audience, and desired outcome. It will also help to communicate more effectively by applying ten key communication skills, and better handle difficult communication situations.

Objectives
After taking this course, you will learn to:

• Use questions to uncover needs and problems
• Use paraphrasing and active listening to help clarify understanding
• Use various techniques to handle objections
• Handle and deliver difficult messages in a productive manner
• Use body language to influence communication effectiveness
• Conduct effective meetings

Prerequisites:  None

Topics

• Forms of communication - face to face, written, telephone, electronic mail, video conferencing, meetings

• Selecting form based on message, audience, and desired outcome

• Ten key communication skills: paraphrasing, active listening, questioning, supporting, interjecting, pausing, reading between the lines, handling objections, benefit statements, and body language

• Difficult communication situations

• Handling difficult people and delivering difficult messages.

• Steps for controlling emotions

• Communication styles and modes of communication

• Useful phrases

• Effective meetings

• Communications action planning

• Personal areas for change