• Understand the key to influencing relationships
• Identify the behaviours associated with good working relationships
• Feel more confident in dealing with difficult people and situations
• Recognise assertive behaviour and its positive results
• Resolve conflict more easily
• Deliver presentations that achieve your objectives
• The art of good listening

Who should attend?
Anyone who needs to communicate and make a difference in the working environment.

Learning method
This course can be run as a stand-alone two-day programme or as four half-day modular workshops. The programme is highly participative with plenty of discussions and group work.

Programme content

• A detailed discussion of the individual's role and responsibilities. What they hope to achieve as a result of the workshop
• The importance of effective communication and the skills of good communicators
• Analysis of verbal/non-verbal communication
• Reading the non-verbal signals, the feelings behind the words
• “Looking at listening” and the skills involved in active listening
• Listening and questioning exercises
• Personal examples - good and bad listeners, personal habits

• The “behaviour iceberg” - we judge what we see and hear, not what is hidden
• The four main types of behaviour - how to recognise them and what effect each behaviour has in the workplace
• The effect of these behaviours on the individual - raising/lowering and levelling
• Learning to respond, not react
• Taking responsibility

• What is assertiveness? Understanding it and applying it
• Rights and responsibilities at work
• The skill of constructive feedback - raising morale
• Giving and receiving compliments
• Giving and receiving criticism
• Making and refusing requests
• Dealing with anger/emotion at work
• Confidence and self esteem

• How do you appear to other people? How do you communicate?
• How do you deal with nervousness?
• Creating a rapport with another person or an audience
• Learn to stand well and relax - posture and relaxation exercises
• Have control of your body and voice - breathing exercises
• Develop strength in your voice - voice exercises
• Structure and deliver a three-minute presentation