The principles of effective communication

• What is communication?

• Understanding verbal and non-verbal communication

• The difference between passive, aggressive and assertive behaviour

• Why assertive behaviour is vital for effective communication

Improving your existing communication skills

• Understanding whether you are communicating effectively

• Influencing outcomes by changing your internal frame of mind

Being assertive, being positive and influencing others

• Changing the way you interact with work colleagues or clients to maximise your influence

• Stating your views

• Explaining your reasoning

• Using incentives

• Establishing expectations

• Using open questions

• Building common ground

Rights and responsibilities

• Understanding your rights and responsibilities at work

Providing feedback

• How to give constructive feedback

• Getting more from people you work with

• Changing the way you are managed

• Positive means productive

• Avoiding unnecessary confrontation

Communicating effectively with difficult people

• Developing strategies and techniques for communicating and dealing effectively with difficult situations

• Dealing with aggressive or difficult people

Practical exercises

Questions and answers