Communication Skills for High Pressure Teams

Who is this course for?

This two-day communications workshop is suitable for front-line teams dealing regularly with difficult groups of stakeholders. This course would benefit HR, customer service or sales departments and any group of people who deal with customer issues daily.

Benefits

This workshop combines fundamentals of emotional intelligence and behavioural styles analysis with practical communication strategies to equip teams with the tools and techniques needed to deal with difficult stakeholders, unrealistic expectations and conflict. Although the focus is on managing external relationships, the workshop also facilitates communication within the team to encourage support and shared values, and to enable the team to deal with communication issues together.

Day 1

Introduction

Hierarchy of values - identifying personal and team values
Discussion of current problems/barriers/issues with communication

Understanding your personal communication style

Aggressive/passive characteristics
What is assertiveness?
Triggers and responses

Going deeper - understanding emotional intelligence

Feelings, perceptions and beliefs
Understanding your reactions under stress and conflict
Understanding transactional analysis
Building resilience
ABCDE technique for choosing your emotions

Communication styles and understanding others

Communication styles model
Identifying preferred styles
Recognising others' communication styles
Looking for and recognising communication cues
Empathy

Day 2

Review Day 1

What did you notice about yourself and your emotional reactions?
What did you notice about others?

Adapting communication style as required

Ensuring your message is perceived as intended
Phrasing your message appropriately
Influence and persuasion

Assertive techniques

Giving and receiving feedback
Expectation setting/contracting
Effective conversation techniques: questioning and listening

Conflict management

Recognising your hot buttons
Dealing with difficult situations
Dealing with negative or aggressive behaviour

Summary

Reflect on and align team values going forward

Face-to-face training

Training is held in our modern, comfortable, air-conditioned suites.

Lunch, breaks and timing

A hot lunch is provided at local restaurants near our venues:

• Bloomsbury
• Limehouse

Courses start at 9:30am.

Please aim to be with us for 9:15am.

Browse the sample menus and view joining information (how to get to our venues).

Refreshments

Available throughout the day:

• Hot beverages
• Clean, filtered water
• Biscuits

Virtual training

Regular breaks throughout the day.

Learning tools

In-course handbook

Contains unit objectives, exercises and space to write notes

24 months access to trainers

Your questions answered on our support forum.