Introduction to Communication
Importance of Good Communication
Explain the three communication approaches
- Proactive communication (leading initiatives)
- Active communication (purpose driven and based)
- Reactive communication (respond to actions)
Discuss the impact of good communication on business results
The essential communication elements
- Message (Clarity, focus, time)
- Mean (written, spoken, email)
- Feedback (cause and effect)
- Language (level, proficiency, and types (British/ American)
Tackling communication interferences in relation to:
- Personal interferences (psychological and physical)
- Contextual interferences (work environment, manager, colleagues, technology)
- Tackling interferences for optimal communication
Self-assessment and practice

Session 2

Assessing your communication recipients in term of:
- Their motivation to know your message/topic
- Their feelings about the message/topic
- Their urgency to know the message
- Their level of experience and knowledge
- Their demographic features (age, tenure, education, experience)
Explore common barriers to effective communication
- Poor expressive speaking
- Poor empathetic listening
- Poor sensitivity to other's feelings
- Poor information management
- Poor thoughts reflection
- Cross-cultural perceptions and biases
Self-assessment and practice

Session 3

Defining culture
The impact of culture on message and communication
Hofstede cultural dimensions in relation to communication
- Individualism / collectivism
- Power distance
- Uncertainty avoidance
- Muscularity / Femininity
Managing cultural perceptions and biases in term of:
- Perceiving others equally
- Listening to others with importance
- Base communication on purpose rather than perception
- Selecting culturally neutral words and expressions
- Using body language sensitively
Self-assessment and practice

Session 4

Understanding Communication Styles
Hearing versus Listening
- Meaning of both concepts
- Impact of both concepts on communication effectiveness
Types of Listening in the workplace
- Pseudo-listening type
- Active listening type
- Differences and implications of both listening types on communication
Common listening challenges
- Personal related
- Work-related
- Environment-related
Self-assessment and practice
Asking the Right Question
- Open questions
- Closed questions
- Leading question
- Probing question

Session 5

Identifying main communication styles and behaviours
- Passive based
- Aggressive based
- Assertive based
- Implications of each style and behaviour
Impact of these styles and behaviours on communication effectiveness:
- Message design
- Message meaning and impact
- Results and sought action
Self assessment and practice

Session 6

Explore verbal communication in term of:
- Choice of words and expressions
- Attitude of the communicator
- Purpose of the communication
Non-Verbal communication impact in term of:
- Body language
- Facial expressions
- Dress code
Qualities of a Good Voice
- Clarity
- Confidence

Session 7

Introducing conflict management within communication context
Dealing with difficult People and complaints
Managing communication's misconceptions
Mastering Kilmann's five communication conflict management strategies in communication
- Avoidance (Uncooperative and unassertive)
- Accommodation (Cooperative and unassertive)
- Competing (Uncooperative and assertive)
- Collaborating (Cooperative and assertive)
- Compromising (Middle ground)
Emotion management and its implications on the message and it meaning
Self assessment and practice

Session 8

Learning how to be assertive in communication
Learning how to Say No
Reasons for shying-away from saying NO
Saying No in a positive attitude
The Value of Feedback
Positive and Negative Feedback
Give feedback in a “feedback sandwich”
Criteria for developmental feedback
Giving Constructive Criticism in term of:
- Clear purpose
- Timely fashion
- Emotionally managed
Dealing with Negative Criticism
Self assessment and practice

The process is finalized only when you complete all of the 3 stages of the learning experience. Nonetheless, you will receive a:

Certificate of Attendance: after participating at the 2 days of on-site training course;
Certificate in Influential Communication Skills: after you have successfully completed all of the 3 stages of the learning experience.

Special Offer

Organize this training course in-house
If you have a group of five or more to train you can save time and money by running this training course in-house. Use the contact details provided to request a customized offer from one of our training solution specialists.

Call us and we will assist you through the registration process.

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TKI Skills Academy offers progressive training programs focused on enhancing personal and professional growth. Our courses, developed at global standards, are adapted to the market’s needs and professionals’ experiential learning expectations.

We created the Academy to help organizations reach peak performance through better-skilled professionals operating more mature organisational capabilities. Skills and overall business acumen such as effective communication, data analysis, emotional intelligence, risk management, and innovationare a proven ingredients of professional and organisational success.

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Business Communication Presentation / Public Speaking Speech & Communication