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Instructor-led training -

Communication Skills for High Pressure TeamsCommunication Skills for High Pressure Teams

Face to face / Online public schedule & onsite training. Restaurant lunch included at STL venues.

From £760 List price £965

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.

Course Syllabus

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

"What do I get on the day?"

Arguably, the most experienced and highest motivated trainers.

Face-to-face training

lunch

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

Online training

online training (virtual)

Regular breaks throughout the day.

Learning tools

in-course handbook

In-course handbook

Contains unit objectives, exercises and space to write notes

24 months access to trainers

Your questions answered on our support forum.

What to expect when training

Training Formats & Services

  • On a public schedule at one of our
    London training venues.
  • On-site at your company office UK wide
  • Near-site, at a location close to you
  • Tailored courses to your requirements
  • Productivity Training Programs
  • Consultancy
  • Bespoke one-to-one
  • Rollout
  • TNA
  • Upgrade
  • Case studies

Public schedule dates

Next date Location Price
Mon 5 JanBloomsbury £800
Mon 19 JanOnline£798
Wed 4 FebBloomsbury £782
Wed 18 FebOnline£767
Thu 5 MarBloomsbury £752
Thu 19 MarOnline£750

And 24 more dates...

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Training manual sample

Below are some extracts from our Communication Skills for High Pressure Teams manual.

Communication skills are critical for high pressure teams to function effectively and achieve their goals.

 

Effective communication in high pressure teams requires a combination of clarity, emotional intelligence, adaptability, and strong feedback mechanisms.

 

By fostering these skills, teams can navigate stressful situations more effectively, maintain high performance, and achieve their objectives even under pressure. Regular practice, training, and a supportive environment are key to developing and sustaining these communication skills.

 

Here are the key communication skills needed in high pressure environments:

·        Schedule regular check-ins to keep everyone informed and aligned.

·        Clear Protocols: Establish clear communication protocols for emergencies and critical updates.

·        Role Clarity: Ensure everyone understands their roles and responsibilities to minimize confusion.

·        Feedback Loops: Create feedback loops to continuously improve communication practices.

·        Training: Provide communication skills training tailored to high-pressure environments.

·        Clear Messaging: Ensure that instructions, feedback, and information are clear and unambiguous.

·        Active Listening: Pay complete attention to the speaker, without interruptions.

·        Emotional Intelligence and Empathy: Understand and share the feelings of team members, especially during stressful times.

·        Assertiveness: Communicate your ideas and concerns confidently without being aggressive.

·        Boundary Setting: Clearly set and respect boundaries

·        Adaptability: Adjust communication styles based on the situation and the individuals involved.

·        Responsiveness: Quickly respond to changes and new information in a fast-paced environment.

·        Conflict Resolution: Facilitate discussions to resolve conflicts amicably.

·        Problem-Solving: Focus on finding solutions rather than placing blame.

·        Transparency & Openness: Share information openly and honestly with the team.

·        Trust-Building: Foster a culture of trust through transparent communication.

·        Non-Verbal Communication: Use positive body language to support verbal communication.

·        Time Management & Prioritisation: Communicate priorities clearly to ensure critical tasks are addressed first.

·        Technical Proficiency: Be proficient in using communication tools and platforms (e.g., Slack, Microsoft Teams) effectively.

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