EXEQSERVE HR SOLUTIONS

Communication is the basis of all human interaction and for all group functioning. Every group must take in and use information. The very existence of a group depends on communication, on exchanging information and transmitting meaning. All cooperative action is contingent upon effective communication, and our daily lives are filled with one communication experience after another. Through communication members of groups reach some understanding of one another, build trust, coordinate their actions, plan their strategies, agree upon division of labor, and conduct all group activities ---even exchange insults. It is through communication that members interact, and effective communication is a prerequisite for every aspect of group functioning. (Joining together: Group Theory and Group Skills by David W. Johnson and Frank P Johnson, 1987,p.173) this proves just ho important communication is in the success of the organization. Poor communication can lead to performance and poor performance can lead to losses hence, a company cannot afford to have poor communication.

The goal of this course is to help members of the team by equipping them with the necessary knowledge and skills for effectively conveying understanding.

Objectives:

• Appreciate the importance of communication in work success
• Identify various communication styles
• Pave the way for positive interactions
• Appreciate the art of active listening
• Anticipate and avoid common misunderstandings
• Practice assertive communication
• Manage challenging conversations

Target Participants

Everyone who is responsible for communicating with internal and external customers (max: 20 pax)

Date, Duration & Venue

Date : Client’s choice

No of Hrs/Days : 8 Hours

Venue : Client’s choice

Introduction:

· Opening Activities

· Leveling of expectations

· Program objectives

· House rules

· Ice breaker activity

Communication overview

· Communication and performance

· Pay-offs to effective communication

· Good communication lead to excellent customer service

· The communication process

· Barriers to effective communication

· Your communication rights and responsibilities

Communication Styles

· Passive, Aggressive and Assertive communication

· Building your assertive communication Skills

The art of listening

· What you need to know about listening

· Barriers to listening

· Building your active listening skills

Dealing with Challenging Conversations

· Causes of conflicts

· Fixing your assumptions

· Blame game

· Building your skills in professionally dealing with challenging conversations

· Forward Agenda

Closing