LEARNING OBJECTIVES
At the end of the workshop, your participants will:

• Understand the importance of basic communication skills
• Have increased self knowledge about their current communication skills
• Learn about the power of body language, listening, questioning skills, words to avoid and use to enhance their ability to communicate effectively
• Demonstrate proficient use of basic communication skills in the class
• Enhanced their people and conversational skills to communicate better and build better rapport with peers, supervisors and customers
• Pick up techniques and skills to defuse potentially explosive situations so cordial relationships with peers and supervisors can be maintained

THE TRAINING STRUCTURE

• Highly interactive; you will learn via powerpoint, role-plays, demonstrations and quizzes
• Highly practical and hands-on; content is always current and techniques are taught such that you walk away with the ‘how to…’
• Loads of fun as we strongly believe that learning through fun results in better internalisation and a better catalyst for attitudinal shift leading to long-term behavioural change
• Customised according to your industry for better relevance to the participants’ area of work
• Highly recommended by our existing and past clients

THE CONTENT OF THE TRAINING

1. The Communication Process
   • Understanding the Communication Process
   • Verbal and Non-verbal Communications
   • Eye-contact
   • The Tone of your Voice
   • Articulation
   • Rate of Speech
   • Activity 1 – Exercise on Tone of Voice and Rate of Speech
2. The Seven Barriers of Communication
   • Activity 2 – Exercise on Barriers of Communication
   • Activity 3 – Identifying Communication Barriers
   • Body Language – Using this Non-Verbal Communicative Skill Positively
   • Open and Closed Body Language
   • Using the Right Body Language to Bring Across A Specific Message or Idea to the Other Party
   • Appropriate Body Language at Work
   • Activity 4 – Practice the Use of Body Languages
   • Activity 5 – Identifying the Right Body Language at Work
3. Seven Tips to Enhance your Listening Skills
   • Activity 6 – Exercise on Listening Skills
4. Techniques to Improve your Questioning skills
   • Activity 7 – Exercise on Questioning Techniques
5. The Caring Responses
   • Techniques to Further Build Rapport
   • More Techniques to Ensure Message Clarity and Understanding
   • Summary
   • Reflection
   • Paraphrasing
   • Activity 8 – Identifying the Different Caring Responses
   • Activity 9 – Practice on Caring Responses
   • Activity 10 – Exercise on Summary and Paraphrasing
6. The Dirty Dozen – Twelve Phrases We Shouldn’t Use in Our Workplace
   • Activity 11 – Exercise on The Dirty Dozen